Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Solarwinds Service Desk is being used by our IT dept. to:

Open tickets
Track tickets
Initiate service requests
List hardware inventory

This resource allows us to track all IT-related incident requests to ensure our end users are receiving the proper support. Likewise, the inventory section allows IT to quickly glance at all the devices we have and observe the various specifications associated with those devices.

Pros and Cons

Generate Tickets
List Inventory
Generate reports
List risks associated with the various hardware devices in our inventory
Track the flow of an open ticket

I'd like to be able to rename a device in the inventory section

Return on Investment

Accountability
Increased response time
Provides a hub of resolved incidents for future use
Asset management

Support Rating

I haven't really needed support for the application so I can't truly judge the support. However, in speaking with our representative, I have found Solarwinds staff to be very insightful and willing to accommodate.

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

Other Software Used

National Instruments LabVIEW, Malwarebytes Endpoint Protection

Likelihood to Recommend

Solarwinds Service Desk is well suited for the professional who is looking for a singular hub for all IT service desk management. This platform has exponentially increased our response time for our end users. Before Solarwinds, our IT dept. had used various notepads to track "Tickets," which lead to less accountability as well as lost items.

Solarwinds Service Desk

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)