Why I would Choose Solarwinds ServiceDesk For My ITSM
May 10, 2020
Why I would Choose Solarwinds ServiceDesk For My ITSM

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We use Solarwinds ServiceDesk for our technical support agents, including network operations and developers. We also use it to manage our onboarding and purchasing requests. It is generally used by the IT department and HR staff for new hires, technical support and purchasing. We have implemented the self service portal, which is showing some corporate adoption. This tool has helped to address ticket management and tracking for all types of requests that come to our team.
Pros
- Asset management is done well with this tool. We can track ownership of equipment and help track warranty for replacements.
- Ticket tracking with time spent on requests is also done quite well—we use this a lot to report back to the executive as to how the business is doing.
- Building the service catalog is quite easy as well. You can really do a lot with automation and conditions to make sure certain types of requests get to the right teams to be completed.
- Adding the ability to update incidents from the problem tickets is a great new feature just enabled this past week! Love this one.
Cons
- Reporting could be a lot better. Currently, only being able to see PDF files with charts that don't include time spent on calls in any meaningful way. I end up exporting tickets and creating my own reports.
- Tagging for automation needs improvement. Smart suggestions don't offer any value. I haven't seen any smart suggestions pop up for known solution articles, so that's somewhat lackluster.
- The synchronization between Azure and Samanage has never worked properly. We have worked with tech support and still had to manually update user information.
- Relatively low price point for all the options we get from using this tool.
- Being able to track our inventory has been amazing—linking that inventory to the users definitely saves us money.
- Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) and KACE Systems Management Appliance (SMA)
Solarwinds ServiceDesk is superior to the above two tools for our organization mainly because of the ease of use. You do not need to have a programming background to set up your ITSM tool. With it, you get automation, reporting options, catalog items, and on-demand chat with the technical staff. It covers many departments in the organization and can certainly be expanded to new teams for adoption with their processes quite easily. The price point is also important. It is affordable.
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
Comments
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