Solarwinds - When you need a complete Service Desk
Steve Taylor | TrustRadius Reviewer
April 28, 2020

Solarwinds - When you need a complete Service Desk

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We manage IT services for a number of companies and this is our helpdesk incident management software. We utilize the purchasing function for ourselves as well as the contracts management module for several of the companies. Currently, only the IT department is using this software. The inventory module is also used across most companies and provides an excellent foundation for ITIL service management.
  • Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
  • Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
  • Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
  • Reporting - Custom reporting leaves a little bit to be desired. They need to find a happy medium between having to make your own variables and query and not having the ability to customize a report. It would also be nice to have the ability to export reports to Excel.
  • Time Tracking on Incident Tickets - Time tracking is pretty much a manual thing. The agents just estimate the time they spend on a ticket and enter it manually into a time tracking field. There is no automated tracking of time and it's not a mandatory field.
  • Project Management - It would be great to have a project management capability built in that we could use to set up tickets, changes, tasks, etc for longer term projects.
  • It provides much better inventory management for our network.
  • The service desk with approval workflows for tasks.
  • Change management for network or policy changes.
Solarwinds Service Desk is a far superior product to my experience with Connectwise. Connectwise, at the time, did not have ITIL inventory management or very good time management built in. You had to purchase add-ons. Furthermore, it was very buggy and crashed repeatedly. Service level was nowhere near as good as Solarwinds.
Zendesk was very stable but, again, did not manage hardware inventory or do a very good job of change management. Also, reporting was very much an Ad-Hoc service as you had to write your own query. I even had to develop my own measure for time spent on a ticket so I could report time back to my companies. I felt this was a serious flaw in the system.
Support is always fast and very helpful. If they don't have a direct solution to an issue, they take the time to listen and understand what it is you're trying to accomplish and find a way to use the system to do it. That is very much appreciated. They also have very good training and self-service support through videos and KB articles.

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

We moved to Solarwinds Service Desk from Connectwise. I think it's a far superior product with better support and features. I believe it to be best suited for a company IT department with expansion capabilities through the service desk to other departments in the company, such as HR, that need self service capabilities.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
10
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change requests repository
10
Change calendar
7
Service-level management
10