SolarWinds Service Desk review
April 27, 2020

SolarWinds Service Desk review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We are using SolarWinds Service Desk across multiple departments for various collaboration needs and workflows. It was originally used for out IT support desk but quickly expanded from there. The solution has notably improved over the past couple of years, particularly within the mobile application, and is very useful for task management and reporting.

Pros

  • Task management.
  • Collaboration.
  • Communication.

Cons

  • Simplify workflows.
  • Streamline ticket versus service request.
  • Simplify photo attachments in the messaging blocks.
  • Improved timeliness of problem resolution.
  • Reduced effort in managing decks of tasks.
  • Improved collaboration between departments.

Solarwinds Service Desk was a significant improvement over the Spiceworks freeware primarily due to the ability to auto assign tasks based on Category and Subcategory. The ability to lay out simple workflows and business rules is what really differentiated the system for our team. The usage of this quickly expanded beyond its original scope and is now used by many departments to manage decks of tasks.

When we have contacted SolarWinds Service Desk support via the online chat the representatives there have been surprisingly knowledgeable and helpful. Whether we need help with a business challenge in the system, or are exploring a new process that we are investigating they are very receptive and helpful. I'd also commend the timeliness of their follow ups to questions.

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

The solution is well suited for an IT help desk, facilities task management, and misc shop floor requisitions.

It could use improvement from an IT perspective with including a network scanner, asset management, and cost management. These are all things that the system offers but we do not use it for currently.

SolarWinds Service Desk Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
7
Self-service tools
6
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
7

Comments

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