Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

All incidents and service requests for IS are reported in Solarwinds Service Desk. Records are most often opened by IS staff, however, we have a few employees that prefer to use the portal and submit records themselves. Solutions are also available to both employees and IS staff for knowledge base articles. In IS, we are using the Problem and Change modules of Solarwinds. Solarwinds has really helped us document issues and changes effectively and efficiently. IS also utilizes the inventory portion of Solarwinds to document all our desktop and laptop computers. Solarwinds Service Desk has enabled me to really pull information from our incidents and requests which has helped guide decisions. We have also improved our communication with end users through the use of automated emails and the portal.

Pros and Cons

Solarwinds Service Desk is easy to use. We had to do only minimal training to institute Solarwinds throughout our organization.
Solarwinds Service Desk categorizes our incidents, which makes it much easier for management to make decisions on training needs for our employees.
Solarwinds Service Desk allows us to track the details around our incidents. This has helped in problem identification and certain improvement justification.

Incident creation flow could be improved. The incident creation form is organized well, however, it requires a lot of mouse use. It would improve ease and help reduce omitted information if a staff member could tab through all the fields in the order in which they are positioned.

Return on Investment

Solarwinds Service Desk has made our incident information useable. Our prior tool let us put in the details but had few ways to categorize them or report on them in any way.
Solarwinds Service Desk has also allowed us to streamline several services for our end-users as well as our IS staff.

Support Rating

Support is very knowledgeable and expedient most of the time. However, we have a few issues that we continue to experience that they are not able to resolve. In their defense, they are not able to replicate two of the issues even though the issue consistently happens to us. We also use IE as our default browser and often times we have issues the Chrome users do not have.

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

I really think the Solarwinds Service Desk portal is very well organized. Our users once there can pretty easily find what they need and complete it. Request and incident creation are very intuitive. The portal also allows users to access any records they have opened so they can stay informed of progress.
I would like to see the mobile app become more useful. Currently, you can only create a new incident and view incidents. And the details of an incident are no included. I'd like the incident to be more comprehensive as well as offer access to the modules of Solarwinds.

Solarwinds Service Desk is a full-service product.

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)