Solarwinds Service Desk Review
July 10, 2020

Solarwinds Service Desk Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Our IT Department uses it to manage IT assets deployed within our organization, as well as the SaaS applications we use in our daily operations. The network scanning utility saves us a lot of time by automatically pulling in data about the configuration and status of our assets. It's not the most customizable solution I've seen, but the defaults are adequate.

Pros

  • Mobile app works well
  • Effective help desk ticket management
  • Clean UI and logical layout of menus

Cons

  • Customization - Custom asset fields are difficult and not very effective.
  • Billing - It's a hassle to update billing info; billing dept. reps aren't as helpful as I'd like.
  • Integrations - There are very, very few. In today's environment, this is unacceptable.
  • Cut costs - It's a very affordable solution.
  • Saves time - Mobile app functionality, agent keep assets updated automatically.
  • Lack of integrations keeps it isolated from other systems in our organization.
  • ControlNow (Discontinued)
Quick and easy setup, intuitive UI, good mobile app functionality
Quick response time

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

Solarwinds Service Desk makes keeping tabs on a multitude of assets and users relatively painless. Out-of-the-box, it's quite functional and deployment can be completed in very little time. The platform is intuitive making user adoption easy. It's a bit of an island due to lack of integrations, so there's the trade-off. If you need a service desk that's highly customized and/or tightly integrated with other systems, you might look elsewhere -- but be prepared to pay more and invest more time getting that solution deployed.

SolarWinds Service Desk Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
6
ITSM reports and dashboards
9
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
7
Change management
7.7
Change requests repository
9
Change calendar
6
Service-level management
8

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