Solarwinds Service Desk Review
Anonymous | TrustRadius Reviewer
May 05, 2020

Solarwinds Service Desk Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Used mainly for the Asset Management portion. We track our notebooks, PC servers, and virtual Servers by Serial numbers, warranty, age, specs, and software licenses. It can also track licensing contracts and maintenance renewals. It also tells us what users are associated with each piece of equipment along with who is currently logged on to each machine along with the current IP.
  • Track assets.
  • Track warranties.
  • Track maintenance contracts.
  • Track user and equipment locations.
  • Better reporting.
  • Easily querying of data
  • Better support
  • More tracking with less people.
  • Reasonable priced.
Mainly, I found Samanage less complicated and easier to use right out of the box. No on-premise servers were required and no expensive was training needed.
Certain individuals in support were more snarky than helpful with yes or no answers. I felt as if I was playing 20 questions with them to get an answer.

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?

No

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Yes

Would you buy SolarWinds Service Desk (SSD) again?

No

For companies over 100 employees, it will resolve most of your people and equipment tracking needs.

SolarWinds Service Desk Feature Ratings

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