Item: SolarWinds Service Desk (SSD)
Rating: 9
Author: Chris Peters Sr.

Use Cases and Deployment Scope

Solarwinds Service Desk was my choice for a help desk resolution after a lot of time researching the best fit for our organization. It has proved very useful and helpful. I had gone from having no help desk solution. Solarwinds Service Desk has been a great solution and provided excellent tools for me and my IT team.

Pros and Cons

Easy, multiple means of creating tickets
Support is responsive when needed
Collects information from the monitoring tool
Fast to resolve any technical issues with the site

Reports - not very "easy" find it hard to report on items I have created
Reports - easier use could use more intuitive UI
Reports - fill it is missing what should be standard reports for users, etc.

Return on Investment

Saved time now having a tool to manage incidents and have tickets
Able to focus on solving issues not tracking them

Alternatives Considered

I previously used Sales Logics but have not in quite some time. I decided to purchase and utilize SSD and find it very valuable and beneficial to my organization. It's functions and capabilities have proven to be very useful for my staff and organization. I am about to renew again very soon.

Support Rating

9

Support has been great when I have had to use it; I have not had to use it much. I have had to use support on a fairly limited bases. They are also really good at making notifications of system wide issues. Support is good but would like a bit faster response from Chat Support.

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

ConnectWise Automate (formerly LabTech), LogMeIn Rescue, Remote Desktop Services

Likelihood to Recommend

Solarwinds Service Desk has been an excellent easy-to-use help desk solution for our organization. I feel that it could be much more robust with the reporting end of it.

Users and Roles

3 - I have a small IT department of three people including myself. It however is very beneficial and easy to use. I wanted a SAAS application available from anywhere. Having that in place prior to the work from home / Coronavirus change was very beneficial to have in place. I am glad i Shose SSD

Support Headcount Required

3 - My IT department is only three people, we are the three that utilize and support the system. I do have about 150-200 end users that use the help desk system for creating and responding to tickets. Most users utilize the email function for creating tickets. I would like if they used other means, like the portal.

Business Processes Supported

ticketing system
knowledge base
ease of use

Innovative Uses

tracking vendor work
allowing field supervision ability to see tickets

Future Planned Uses

software tracking
ticket creation and monitoring
reporting IT staff time

Likelihood to Renew

7

My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.

Evaluation Lessons Learned

I had evaluated many other possible solutions previous to making my selection of SSD. I found that this was very affordable and fit the needs of our organization. It was a SAAS, which meant I don't need internal hardware or maintenance of hardware. It was also very user friendly and i liked the UI's

Solarwinds Service Desk has been a great solution for my IT team!

Overall Satisfaction with SolarWinds Service Desk (SSD)