Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Saranjit Saini

Use Cases and Deployment Scope

Solarwinds Service Desk is used by the entire organization to manage helpdesk tickets and tasks for different departments. We created custom workflows to fit departmental needs.

Pros and Cons

Helpdesk Ticket management
Reporting
Custom forms
Custom Catalogs

Project management

Return on Investment

SLA Management - Positive
Task Management - Positive
Able to add unlimited users as requester without needing a license

The main business need was having a cloud-based product that can allow all employees to submit requests and be able to track and manage the tasks in an organized manner. ServiceNow is a robust software and requires a full-time engineer to manage, BMC remedy was lacking the user experience. Solarwinds Service Desk was cost-effective and has all the features we're looking for in the product. It's cloud-based and provides off the shelf product with a ton of custom features. I was able to set up and bring the software online in less than a day, it only took me half a day to build out custom forms, which was way better than some other products. For the past several years, we have improved Samanage a lot in our environment as we are learning more about the capabilities of the custom catalogs.

Support Rating

They have a chat feature built into the Samanage portal and I am able to contact with the support personal without calling anyone. I like the fact that they have visibility to our custom forms and a lot of time, they go in and look at the form and walk me through fixing the issue. Additionally I have a dedicated account manager, who is a guru in support and set up. In the past, I had setup calls with him and he has helped me create custom forms and ran me through tutorials. I believe they have an amazing support system.

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

Other Software Used

Ipswitch WhatsUp Gold, Cisco Meraki MR33, SolarWinds MSP Manager, Veeam Backup & Replication, HPE Nimble Storage

Likelihood to Recommend

Creating custom forms based on the needs of the department is a great benefit of Solarwinds Service Desk. Our HR team asked for custom workflows for on-boarding and off-boarding. We were able to create tasks based on options selected by the requester. Additionally, we are able to build custom notifications to external and internal users.

Solarwinds Service Desk

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)