Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Jordan McCormick

Use Cases and Deployment Scope

This Solarwinds Service Desk (formerly Samanage) was used primarily for the IT department and Facility Management departments. IT used it as a workflow management, vendor management, contract management, helpdesk, asset management, and change management. Facilities Management used it for service request/maintenance request ticketing system, as well as, reoccurring work order checklists.

Pros and Cons

Asset Management
Ticketing (queue, assignments, customization, linking tickets, solutions database.)
Self-service portal for user ticket submissions and status tracking

Contract Management
Change Management
Automation/ Integrations

Return on Investment

Positive - Asset Inventory management is huge for businesses to know and track what they have.
Positive - Ticketing in a central platform ensures personal emails and messages are not overlooked and requests go unresolved.
Negative - Contract Management is not intuitive for notifications and renewals were missed.

Alternatives Considered

Spiceworks, Asana, Zendesk, ConnectWise Manage, Salesforce Service Cloud and Jira Service Desk

Solarwinds Service Desk is a larger solution than just a ticketing system. I think it stacks up quite well and surpasses some of the other solutions by providing asset inventory capability, change management, vendor management, contract management options. Many other alternatives only offer a basic ticketing queue and many times you are wanting more or better features for the price you are paying.

Support Rating

Solarwinds Service Desk customer support is responsive and knowledgeable. Some of the nested options are confusing as to where they are located or what a feature is capable of. Whenever I have has an issue they have been able to resolve quickly just over chat or email without being on the phone for long wait times.

Key Insights

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

Yes

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

Yes

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

Yes

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Other Software Used

Workspace ONE Powered by AirWatch, Panda Adaptive Defense 360, Salesforce Service Cloud

Likelihood to Recommend

Solarwinds Service Desk solution is great for asset management, not to be confused with device management. This tracks information regarding assets (hardware specifications, software, warranty information, etc.), it does not push commands or information to the asset. This solution is also great for a ticketing solution, very customizable for categorizing and organizing requests, and works well with communication with staff or end-users.

Solarwinds Service Desk Puts the Wind in Your Sales

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)