SolarWinds Service Desk
SolarWindsExternal reviews
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Great service to manage help desk tickets and change
What do you like best about the product?
Separation of incidents, change, contracts and standardized form driven service request templates
What do you dislike about the product?
There could be better integration between contracts, software licenses and license compliance.
What problems is the product solving and how is that benefiting you?
We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to associate them with tickets is great.
Solarwinds Service Desk formerly Samanage
What do you like best about the product?
Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we need.
What do you dislike about the product?
The online support resources are a little bit of a mess with the recent transition from samanage to solarwinds. I expect that to improve with time.
What problems is the product solving and how is that benefiting you?
Started with incident management, and we've added solutions and service catalog. We're just starting to roll out the portal.
Recommendations to others considering the product:
If you're doing Microsoft AD integration, do it right from the beginning of the process.
Excellent, Powerful Platform
What do you like best about the product?
The powerful interface masked with a clean UI. I like all the automation features and I especially like the automatic info harvesting from client machines.
What do you dislike about the product?
The system could be more intuitive, but it is also a larger system than is absolutely necessary for our company so I'm sure with more dedicated time it would be easy to master.
What problems is the product solving and how is that benefiting you?
The biggest benefit is the ability to instantly look up software and hardware info by user.
Review of Solarwinds Service Desk
What do you like best about the product?
The self service portal has been very well received by our end users.
What do you dislike about the product?
There are some limitations with SLAs, reporting, and preventing users from emailing to create new tickets.
What problems is the product solving and how is that benefiting you?
We are reducing our calls from users to report issues by providing a good end user portal. The benefit is it is freeing up technology staff to work on resolving issues versus creating the tickets.
Solid product with some limitations.
What do you like best about the product?
The product covers all aspects of an ITSM product and provides an ITIL framework. Easy to administer and comes with a defined set of reports. Asset management works well and the solution module is very helpful when directing team members.
What do you dislike about the product?
It is not possible to create team dashboards or team accessible reports. Also there is limited workflow capability and only basic view building capabilities. The product is somewhat expensive, but it seems like all similar products are pricing up to mirror ServiceNow.
What problems is the product solving and how is that benefiting you?
It is a great product for managing an IT Service Desk. We are also moving towards Request management for all areas of our business.
Great Product Easy to Use
What do you like best about the product?
A great integrated product. Simple to use which is very intuitive.
Ever growing SWSD has a great future and some great new features coming
Ever growing SWSD has a great future and some great new features coming
What do you dislike about the product?
SWSD is great at doing the more complex things which is sometimes to the detriment of some of the basic UX features. This has got better over recent months
What problems is the product solving and how is that benefiting you?
An all round, integrated, dependant focused Service Desk tool used by all facets of the IT department.
Great Product for teams of all sizes
What do you like best about the product?
The product is intuitive, and very flexible.
What do you dislike about the product?
I wish there was a project management platform integrated with the service desk.
What problems is the product solving and how is that benefiting you?
This Product has helped my IT team identify, track, and manage IT issues unlike any service desk product that I have used in the past. We have even started using it for our HR Requests.
Solar winds for monitoring
What do you like best about the product?
It's ability to integrate with ITSM tools for seamless ticketing
What do you dislike about the product?
System generated tickets are not closed if got reassigned.
What problems is the product solving and how is that benefiting you?
Monitoring network
Solarwinds for Network monitoring
What do you like best about the product?
I like the way they have maintained the inventory and the details of all the networking devices with their all specifications and features .
What do you dislike about the product?
It takes too much time to alert and doesn't wait for resolution. It's really hard to fetch and monitor sometime.
What problems is the product solving and how is that benefiting you?
Solved many issues related to network devices.
The most complete support tool in the market, without a doubt
What do you like best about the product?
SolarWinds is really easy to implement and with a short learning curve. It has a very complete user interface with several useful navigation options that is also customizable. I like being able to track audit history. It has a good ticket management system based on your solution in the cloud.
What do you dislike about the product?
SolarWinds has problems with the integration with Outlook, because when I try to connect the application it throws me an error of "failed, try again", however, I try again and it does not connect. I also think that all the tools are not well distributed on the browser screen.
What problems is the product solving and how is that benefiting you?
We are using this tool to manage incidents in the servers area, which have problems with software, user controls, closed ports, Internet connection. SolarWinds gives us the ability to organize the tickets and be assigned to the personnel in charge. It also allows us to register computers with their serials and specifications to keep track of the computer inventory.
Recommendations to others considering the product:
This tool has made it easy to manage tickets with our different areas. As you discover the service, you will realize everything you can customize and with all the tools it counts. As your company grows, you will need a tool like this to manage it.
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