Solarwinds Service Desk--a game changer for our University!
Updated December 15, 2020
Solarwinds Service Desk--a game changer for our University!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with SolarWinds Service Desk (SSD)
We initially purchased Solarwinds Service Desk solely for our Information Technology department. The popularity quickly grew and it is now used in various departments across our University to create a universal/seamless service desk. These other areas include facilities, housing, business office, HR, legal, etc. Incidents can easily be routed between departments and we find that very helpful!
Pros
- Transparency--giving our customers the power to communicate and receive updates is essential and this tool does an excellent job of that.
- Self Service--a full-functioning service catalog and knowledge base is the key to any successful service desk!
- Intuitive yet simplistic design--this tool is very easy to navigate while also being packed full of features.
Cons
- Chat support--this is actually just beginning to roll out, but development is still needed. This has the potential to be a major means of communication once fully functional.
- Certification--these are huge in our industry. It would be nice for SolarWinds to create a web-based training that took new technicians through the platform and focused on using the tool and best practices. A nice little certification at the end means a lot to entry-level technicians.
- Great value for the money
- Increased customer service ratings
- Less time sorting through emails, etc.
- BMC FootPrints, Ivanti ITSM Service Desk and powered by Heat (formerly LANDESK Service Desk)
Solarwinds Service Desk is much more intuitive, user-friendly, and modern than the service desks we have used in the past. It offers additional features and is a lot easier to navigate. We selected Solarwinds Service Desk because we were looking for a change and a way to positively increase customer service and our offerings.
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 Feature Ratings
ROI
Yes - We replaced BMC Footprints and LanDesk Service Desk with SolarWinds Service Desk. SolarWinds Service Desk beat both of these products in terms of features, usefulness, and user interface. We were ultimately looking for something that was agent/customer-friendly, cloud-based, and modern. SolarWinds Service Desk fits this bill and provided much more as well!
- Product Features
- Product Usability
- Product Reputation
So many factors went into our decision but product features and usability were at the top of our list. Price was not much of a factor assuming our selected product met and exceeded our needs. Usability was very important to us, we wanted something that provided "self service" so our customers would be empowered to submit their own requests, check the status of their requests and view a knowledge base.
Comments
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