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.
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?
No
SolarWinds Service Desk Feature Ratings
Using Solarwinds Service Desk (formerly Samanage)
5 - Internal IT support
Internal support for this is not required.