Item: SolarWinds Service Desk (SSD)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are currently using it to track both IT incidents and requests within our organization. Previously we didn't have any single source to both view and track tickets, and Solarwinds SD was able to centralize this and allow our users a easy method to place tickets. This is primarily with the IT department with plans to expand outward.

Pros and Cons

Incident management.
Problem management.
Asset management.
ITIL processes.

Chat (is there just can be improved upon).
Clear sectional breakdown between INC and REQ.

Return on Investment

Tracking incidents where it was not there before.
Quick and easy to set up self-service tools.
Quicker internal response times to issues.

Alternatives Considered

ServiceNow

See previous response, the ease of use of this platform really does blow the competition out of the water.

Support Rating

Support is quick and easy to access. You can start a chat with their support team from any of the pages, makes it really simple!

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

Likelihood to Recommend

Solarwinds Service Desk's ease of use is easily its top selling point. Where other products may have a large learning curve, Solarwinds Service Desk blows the stigma of "hard to use" ticketing systems out of the water. If you've ever used a social media platform before, you can use Solarwinds Service Desk.

Solarwinds Service Desk - Easy, breezy, beautiful

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)