Solarwinds Service Desk - Easy, breezy, beautiful
April 23, 2020

Solarwinds Service Desk - Easy, breezy, beautiful

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

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

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

Cons

  • Chat (is there just can be improved upon).
  • Clear sectional breakdown between INC and REQ.
  • Tracking incidents where it was not there before.
  • Quick and easy to set up self-service tools.
  • Quicker internal response times to issues.
See previous response, the ease of use of this platform really does blow the competition out of the water.
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!

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

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 Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.0
Configuration mangement
8
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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