Item: SolarWinds Service Desk (SSD)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use SolarWinds Service Desk for service and support requests in IT, Human Resources, Facilities, Marketing, and Graphic Design. It helps us gather information for requests and organize work for teams to address based on issue priority. It also solves a frequent need for form-driven workflows, which was a crucial reason for selecting the product.

Pros and Cons

Form-driven workflows help us easily create repeatable processes that get done consistently.
Having an integrated asset inventory makes it very easy to connect people, assets, and support requests for ongoing reference.
Automation via the API allows us to avoid manual work for tasks ranging from renaming a request based on entered data to having one request kick off more specific tickets for departments (e.g. a New Hire request automatically kicks off a New Computer request and a Keys and Badge request).

Automation of request status is clunky. As far as we've seen, we can't set the automation based on who is assigned to the request, so we've had to work around it by using roles.
Contracts is off on its own and isn't integrated with assets.

Return on Investment

Consistent internal service from having requests flowing through a single system.
Better information flow across departments for more complex workflows.
Improved documentation for future recurrences or identified problems.

Alternatives Considered

Freshdesk and BMC FootPrints

We wanted a software-as-a-service (SaaS) offering that was easy to deploy and also had features we knew we wanted in the longer term. SolarWinds won out due to the ease of forms-and-workflow through its Service Catalog and the integrated asset inventory.

Support Rating

We've had nothing but positive experiences with everyone with whom we've interacted, from our account managers to customer support to community management. They're all committed to having a great product that serves their customers' needs and making any process as easy as possible.

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

Likelihood to Recommend

SolarWinds Service Desk has been great for our small IT team - easy to use and powerful enough to grow into more complex functionality. It's also been especially helpful for our Graphic Design team, which is similarly small and receives many requests that it has to track through a predefined process. Our HR team has valued it as a way to convey information to IT and Facilities when people join or leave the organization.

The best service desk I've ever used

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)