Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Glenn Gordon

Use Cases and Deployment Scope

We use Service Desk to track incidents, change requests (hardware and software), and computer inventory. We also track some HR issues.

Pros and Cons

Never forgets an open issue.
Tracks change in status over time.
Displays inventory of open issues.
Helps identify items to recover when person leaves agency.

It provides links that fail when the user does not have permission. The link could be suppressed.
The Incidents and the changes could be better integrated to prevent duplicate data entry.

Return on Investment

We have been able to prioritize user issues leading to greater customer satisfaction.
Inventory prevents loss of assets.
Change control prevents surprises.

Alternatives Considered

Azure DevOps Server (formerly Team Foundation Server)

Support Rating

It goes down from time-to-time unexpectedly.

Tracking issues has worked very well for us while tracking changes have been a little less successful. We could use more project planning functionality when planning changes. We track commonly found solutions in SolarWinds, but other solutions are not entered because all solutions are available to every user. We would like to have a selection of solutions that only IT can access.

Solarwinds meets our issue tracking needs

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Support Rating

Key Insights

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Are you happy with SolarWinds Service Desk (SSD)'s feature set?

Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Would you buy SolarWinds Service Desk (SSD) again?

Other Software Used

Likelihood to Recommend

SolarWinds Service Desk Feature Ratings