Great ITSM and ITAM Tool!
Anonymous | TrustRadius Reviewer
Updated November 04, 2019

Great ITSM and ITAM Tool!

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We currently use Solarwinds Service Desk as our main ITSM and ITAM tool. Its used throughout the company and specific groups have more accessibility for views on specific incidents or trends for better visibility. It allows us to manage tickets for incidents and also service requests. We can also manage our assets as well.
  • Ease of use.
  • Filtering of incidents.
  • Modern UI.
  • ITIL standardization for tickets. (Incident vs Request)
  • Granular settings.
  • More customization on Automations.
  • Up-time over the last year has been inconsistent.
  • Ease of use has been a great help with on-boarding of Analysts.
  • Overall great but could use some improvements.
Solarwinds has a much better UI than Remedy. It's more modern and flows better than the older "Windows 95" view of Remedy. Spiceworks does offer a modern UI but is lacking on a lot of features that are considered basic for ITSM related tools. Spiceworks does work very well for smaller companies that need but the core functions of ITSM.
They do respond back and assist very quickly with common questions. If there is an outage or a big issue that occurs with SWSD, they can sometimes take longer to respond or reply with a resolution regarding the issue. Most of the time they'll reply back with a notice stating that they have notified their engineering team.

Do you think Solarwinds Service Desk (formerly Samanage) delivers good value for the price?

Not sure

Are you happy with Solarwinds Service Desk (formerly Samanage)'s feature set?

No

Did Solarwinds Service Desk (formerly Samanage) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Solarwinds Service Desk (formerly Samanage) go as expected?

I wasn't involved with the implementation phase

Would you buy Solarwinds Service Desk (formerly Samanage) again?

No

For smaller companies or environments, it greatly excels. It has basic to intermediate functionality that addresses basic functions for managing tickets and assets. It could use some more granular settings in different portions for a larger enterprise environment. It meets the demands but could use more bells and whistles. The recent improvements are better.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
7
Expert directory
5
Service restoration
7
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
5
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change requests repository
8
Change calendar
7
Service-level management
9