Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Barb Crepeau

Use Cases and Deployment Scope

We are currently using Solarwinds Service Desk as an inventory, purchasing, license tracking tool, but have also previously used the ticket system portion as well. We started using it as our IT department only and it spread throughout our nursing organization.

Pros and Cons

Asset Management
Software Management
User Interface

Very Limited Customization
No test environment

Return on Investment

Asset tracking less lost assets
Software tracking no license overage

Alternatives Considered

Zendesk

Zendesk was very limited in functionality, had no asset tracking. Solarwinds wins hands down.

Support Rating

Suggestions for changes oftentimes fell on deaf ears. Telling your clients/customers to go online and make a suggestion when they are literally on the phone with the company is absurd.

Key Insights

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Not sure

Are you happy with SolarWinds Service Desk (SSD)'s feature set?

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 Manage, ServiceNow, Microsoft Teams, monday.com, Asana

Likelihood to Recommend

Solarwinds Service Desk has great functionality from the start, user friendly for IT departments. But as we expanded our service offerings with our management system to include finance and human resources etc., it wasn’t the best product for us. We still use the asset/software tracker and love it.

Solarwinds Service Desk Review

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)