Solarwinds Service Desk At A Glance
May 15, 2020

Solarwinds Service Desk At A Glance

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Currently it is only used by our IT Department as our Help Desk ticketing system and Asset Management solution. We are in the process of working on using custom forms to simplify hardware and new user account requests through the employee self service portal.
  • Integration and setup was quick and easy
  • Great single pane of glass view for asset management
  • The time it takes for an asset to show up in the portal after agent installation
  • Ability to block an asset that has been manually removed from the portal but still has the agent installed
  • Search file under active computers for computer name or username
  • Separate columns for Computer and IP
  • Ability to select preferred columns when exporting
  • Ability to automatically link computer name and asset tag #
  • Significant cost reduction from using multiple systems to manage help desk tickets and asset management.
For our needs, ServiceNow was overkill and VERY Pricey. Lansweeper was a pretty good agentless solution. However I found the asset managent console a bit clunky with no ability to remove unwanted items permanently.
Over the course of the course of the time we have been customers, there has only been 1 outage. Their response time for support has been pretty decent.

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So far it has been a great "out of the box" solution. I haven't really found any area that it hasn't been suited for in our environment.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM reports and dashboards
Asset management dashboard
Policy and contract enforcement
Service-level management