Item: SolarWinds Service Desk (SSD)
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We implemented SWSD as our IT services ticketing solution to replace our former ticketing software with a more modern solution. Since implementing it 1 year ago, it has taken off and is now starting to be used by other business units outside of IT for managing workflows, intake of new work, and tracking metrics of work.

Pros and Cons

Self service
Automation
Reporting

Asset management
CMDB
Alerting
BI integration

Return on Investment

Automated workflows and reduced time handling tickets.
Introduced a self-service web portal for submitting IT requests.
Provide published solution articles to our business users to find answers to commonly asked questions and reduced the number of contacts to our service desk.

Alternatives Considered

Ivanti Service Manager (powered by Heat), Cherwell Service Management and ManageEngine ServiceDesk Plus

We went with SWSD because of the ease of usability. The UI was very easy for everyone who tested the various platforms to understand and navigate. We also felt that the customer service and support of the Samanage team was above the rest. Knowing that any solution we went with would inevitably run into issues at some point, it was very important for us to know that the vendor we went with would provide excellent support and service to us.

Support Rating

Issues come up with any solution, it is to be expected. The SWSD support team has always been great at responding to and resolving any issues that come up. Our dedicated support manager has changed a few times over the course of the year, but they are always available to help us if we have questions or need suggestions for best practices.

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, Microsoft Teams, Telax, Tableau Desktop

Likelihood to Recommend

Great out of the box cloud-based solution that is easy to implement and easy to maintain and administer. Well suited for any company that is looking for a solution that does not require a full-time administrator to maintain the platform but offers easy to configure workflows and integrations. Maybe less suited for enterprise-level organizations.

Great out of the box solution

Overall Satisfaction with SolarWinds Service Desk (SSD)