Item: SolarWinds Service Desk (SSD)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Piloted with only a specific department and then rolled out after 2 years to the whole organization. It addresses the problem of site agents and centralized agents who both can resolve issues users experience on technology platforms. It also addresses the need to aggregate solutions.

Pros and Cons

Issue management
Tagging of other people
Email notifications
Reports

Documenting changes
Documenting issues
Prompting Solutions

Return on Investment

Increased speed of ticket resolution
Increased capacity to delegate or loop in
Overall very positive impact

Alternatives Considered

Selected it due to HIPAA/encryption standards, cleanliness of interface, ability to use across disparate locations, speed of response

Support Rating

After transitioning from Samanage to SolarWinds, we had some small hiccups but otherwise they have great support and are very quick/timely with responses.

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

Snagit

Likelihood to Recommend

SolarWinds Service Desk is great for ticketing/issue management at dispersed or local organizations. The SLA breaches help for management of staff and increases timely resolution. It's not as helpful for time tracking or task tracking unless implemented/strictly used.

Issue tracking is great from SolarWinds!

Overall Satisfaction with SolarWinds Service Desk (SSD)