Works great for our law firm.
May 15, 2020
Works great for our law firm.

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We use SolarWinds Service Desk as our incident management tool as well as our asset management tool. We have a small IT team so a cloud solution for service desk tickets fits us perfectly. We purchased it when it was still independent (Samanage). The asset management is great, does not have intrusive aspects on the computers we installed it on, and we have an accurate picture of what we have deployed. The portal view of tickets has also been great at increasing transparency into our activities, plus I am using it for my IT management reporting.
Pros
- Service Desk tool - ability to create / update/ resolve tickets. Flow (ticket life cycle) can be customized, and notifications as well.
- Asset Management - automatically gathers information from computers using an agent installed on the computers.
- Reporting - ability to slice and dice tickets to get insight into most common problems.
Cons
- Being a web platform, some of the refresh is problematic. Not sure this can be solved in the tool, it's important to have a clear understanding who owns the ticket.
- Some time the performance / update speed is slow, but I have to give them credit, this has never resulted in an outage and in general it is solved within a couple of hours.
- As a replacement for a tool that was not widely used (BMC) this has improved accountability, response speed and the general perception of IT in the organization.
- We have better visibility into the software installed.
- Asset Panda and BMC Track-It!
It was a combination of simplicity, cost and features that ended up why we chose Samanage.
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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