Item: SolarWinds Service Desk (SSD)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Solarwinds Service Desk for our IT Helpdesk. Our end-users create work orders that are then assigned out through our staff and tracked to completion. We also use it to track problem areas within our company to find where we can improve our technology performance.

Pros and Cons

Clear Incident viewing
Ease of use
Easy structure to follow

Work order details should be primary over comments.

Return on Investment

We can now track what each of our employees are taking care of.
We can also track problematic devices a lot easier.
Problem resolution with end users is simpler

Alternatives Considered

MicroMain

Solarwinds is a much more user-friendly program with features that are much easier for our people to understand and use.

Support Rating

Any questions I've had for support of the Solarwinds product have been answered quickly and to our satisfaction. We've never had an issue with getting things taken care of by the Solarwinds staff.

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

Microsoft Office 365, Cisco Webex Meetings

Likelihood to Recommend

We have really enjoyed having Solarwinds implemented as our IT Help Desk software and can see it easily being used to track all of our maintenance work orders as well. I can see where it might have some limitations in some settings, but for us, it is well suited.

Solarwinds is a great work order system

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)