Item: SolarWinds Service Desk (SSD)
Rating: 9
Author: Susan Kirschner

Use Cases and Deployment Scope

We are currently using it to manage our IT Department - Incident Management, Change Management, Contracts and Vendors.

Pros and Cons

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.

Return on Investment

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.

Support Rating

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.

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/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 is a great product for the price

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)