Solarwinds Service Desk is a great product for the price
May 06, 2020

Solarwinds Service Desk is a great product for the price

Susan Kirschner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We are currently using it to manage our IT Department - Incident Management, Change Management, Contracts and Vendors.
  • Ease of use - everything is fairly straightforward; not a lot of clicking around.
  • Ease of management - I can make changes in production without reboots/downtime.
  • Portal - can customize to what users want to see.
  • Reporting - not as robust as I'd like to see it.
  • Incident Management - would like to see user history while working on new ticket.
  • Dashboard - would like to be able to customize with more options than what is given.
  • Better management of contracts and renewals
  • Better management of Service Desk staff
I am a former ServiceNow and BMC Footprints administrator and am very informed on Service Desk software. Samanage was chosen because of its ease of use, ease of management and reasonable cost. It gives our organization exactly what is needed - no extra bells and whistles that can end up costing $$ in the long run.

The support team is personable, polite and mostly prompt with response. I did not give a 10 because I have found on several occasions that I've received a canned response based on some keywords instead of actually reading and understanding what I am trying to ask.

I have my favorites on the support team and hope for the best that they respond every time.

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SolarWinds/Samanage is a pretty efficient out-of-the-box software. It's well suited for small to mid-sized companies and is a fantastic option for managing IT.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Not Rated
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management