Great product with potential to help other non-IT departments
April 23, 2020

Great product with potential to help other non-IT departments

Barry Dutchak | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We use the service desk from Solarwinds for our IT department. We make use of most of the functionality and primarily for the incident, problem and change management. We manage all of our IT assets including the built in purchase order system. All workstations are auto inventoried and other assets are listed manually as well as manual entry and management of support and maintenance contracts.
  • Ticket/incident triage.
  • Workstation inventory.
  • Procurement.
  • Incident task assignment.
  • Product development and the communication of product improvements.
  • Azure AD integration.
  • Licensing for non-IT departments. They expect full price for non-IT to handle incidents/queries.
  • Improved time tracking flexibility.
  • Solutions/Knowledge base formatting options.
  • CMDB is quite lacking - the ability to link various assets and issues/changes.
  • Can't specify due dates on incidents to help in prioritization/triage.
  • Lowered strain on IT staffing.
  • Improved employee efficiency.
Though Spiceworks does a great job for being a free product, it lacks the cohesiveness that Solarwinds Service Desk brings. You can't assign tasks to other non-it staff, theirs no procurement, no problem or change management. It also lacks contract management that Solarwinds brings. The other nice thing is that Solarwinds is a hosted solution so you don't need to maintain another system, lowering your internal foot print.
They are easily accessible through their chat sessions which can get escalated. Their sales contacts try to get the help you need and take product improvement suggestions though none of my requests have been considered.

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Veeam Backup & Replication
Service Desk is great for smaller organizations that don't need to maintain tight ITIL standards. It also works great to have other departments using the same service desk for the entire organization if they are willing to pay the high licensing fees for each individual. If you have a large amount of users that require this functionality then I would suggest looking at other products where the pricing would be less expensive per user. That said, on the IT side, we have been able to combine many lists and applications into one with this solution.

SolarWinds Service Desk Feature Ratings

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

Using Solarwinds Service Desk (formerly Samanage)

5 - Internal IT support
Internal support for this is not required.