SolarWinds Service Desk (SSD)

SolarWinds Service Desk (SSD)

163 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
SolarWinds Service Desk	Score7.7 out of 10	N/A	SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.	N/A

Pricing

SolarWinds Service Desk

No answers on this topic

Pricing Offerings
SolarWinds Service Desk
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

—

Community Pulse
Key User Insights
	SolarWinds Service Desk
Considered Both Products	SolarWinds Verified User Chose SolarWinds Service Desk This is a great system for the price. It doesn’t have all of the bells and whistles of dinner off the bigger systems out there. But the core components are built well. This would allow a team to really embed good foundational practices in managing IT operations on a daily basis. Incentivized Helpful? Verified User Chose SolarWinds Service Desk SSD is more simplified than N-able MSP Manager. MSP Manager does seem to handle invoices better and is more robust. The screens are more complex but it takes time to get used to them. We went with SSD because it was easy to use without training. After completing the … Incentivized Helpful? Verified User Chose SolarWinds Service Desk BMC FootPrints lacked some of the functions we needed and were a little more cost-prohibitive. Ivanti had more of the things that SolarWinds provides but at a higher cost. Incentivized Helpful? Vandana Yadav Presales Executive in Information Technology at Corporate Infotech Pvt Ltd (Information Technology & Services, 1001-5000 employees) Chose SolarWinds Service Desk In comparison to other solutions available, SolarWinds wins when it comes to supporting customers. Also, it is easy to set up and provides a user-friendly interface for the employees. In addition to that, It provides a variety of features like incident management, reporting, … Incentivized Helpful? Verified User Chose SolarWinds Service Desk SolarWinds Service Desk has been a good fit for what we were looking for at the time. There are some issues with the support of the system after it has gone through acquisitions, etc but that seemed to be getting better. It would say that documentation and training could be … Incentivized Helpful? Verified User Chose SolarWinds Service Desk We've only implemented this solution after a long round of demos. Incentivized Helpful? Maria Coelho Senior Software Development Engineering lead in Information Technology at Frontier Communications (Telecommunications, 10,001+ employees) Chose SolarWinds Service Desk It is more efficient than other tools. Through this tool, I have enabled my team to better assist the end-user by focusing on the services rather than being stuck on any technical issue. I am easily managing the queries Incentivized Helpful? Ali Kazempour Information Technology Adviser in Information Technology at AZEREX (Information Technology & Services, 1-10 employees) Chose SolarWinds Service Desk SSD has more features and simplicity in implementation, and working with it is very important to us. It is also very reputable in terms of company security and safety. Helpdesk software should be designed user-friendly in mind. The SolarWinds desktop is created in the cloud … Incentivized Helpful? Verified User Chose SolarWinds Service Desk We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end … Incentivized Helpful? Verified User Chose SolarWinds Service Desk SolarWinds Service Desk is the first paid tool we choose to buy. Before that we tested the OTRS ticketing system (open source version) but it was nowhere near the SSD. Service Desk has lots of features and is a robust tool and best choice for service-focused organizations. Incentivized Helpful? Verified User Chose SolarWinds Service Desk Quick and easy setup, intuitive UI, good mobile app functionality Incentivized Helpful? Allan Eisenhauer Director of IT / Purchasing Manager in Information Technology at Macomb / St. Clair Workforce Development Board (Non-profit Organization Management, 51-200 employees) Chose SolarWinds Service Desk Prior to Solarwinds we had been using Spiceworks that resided on a local server. They both had the basic items that I needed to have but Spiceworks was local so I would only be able to connect when I was in one of the offices or connected through my VPN. Spiceworks was not as … Incentivized Helpful? Verified User Chose SolarWinds Service Desk SolarWinds pricing packages allowed an easier entry into the system, while others had either large upfront 'setup' fees. It was branded Samanage at the time, and it was able to offer the necessary features with an intuitive UI, reliable web-based hosting through AWS, a good … Incentivized Helpful? Verified User Chose SolarWinds Service Desk Selected it due to HIPAA/encryption standards, cleanliness of interface, ability to use across disparate locations, speed of response Incentivized Helpful? Verified User Chose SolarWinds Service Desk Solarwinds was HIPAA compliant out of the box. That was very helpful for us. Incentivized Helpful? Kevin Staton Director of IT in Information Technology at Empower (Marketing & Advertising, 201-500 employees) Chose SolarWinds Service Desk We have used Zendesk, ServiceNow, Spiceworks, and TeamDynamix. Zendesk lacked features like vendor and contract management but offered a competitive price. ServiceNow and TeamDynamix are more full-featured ITSM tools with more features but not cost-effective for our … Incentivized Helpful? Verified User Chose SolarWinds Service Desk We already use Jira Software, so we also evaluated Jira Service Desk, since it would have integrated quite easily and been a lower cost than Solarwinds Service Desk. We found that Jira Service Desk was mainly a "cookie cutter" product, where there was very little capability for … Incentivized Helpful? Verified User Chose SolarWinds Service Desk We had Spiceworks and we were limited by functionality, customer service, and program updates. We selected SolarWinds Service Desk because the software had all the functions that we needed in 1 program. We had several meet and greets and demos with their sales team. The way … Incentivized Helpful? Verified User Chose SolarWinds Service Desk It was a combination of simplicity, cost and features that ended up why we chose Samanage. Incentivized Helpful? Verified User Chose SolarWinds Service Desk 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. Incentivized Helpful? Verified User Chose SolarWinds Service Desk Solarwinds Service Desk, in terms of platform customization, incident tracking, reporting, knowledgebase, and asset management, far outpaces many other platforms we have tried in the past. Including Zendesk, which is a great service, but is way too configuration-heavy for a … Incentivized Helpful? Verified User Chose SolarWinds Service Desk The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service … Incentivized Helpful? Verified User Chose SolarWinds Service Desk This tool was selected prior to my coming to work for Injured Workers Pharmacy. The key reasons for its selection were to quickly be able to separate traditional IT incidents from IT developer incidents as well as which incidents were actually requests for new functionality … Incentivized Helpful? Mitchell Hollberg Database Administrator in Information Technology at CFGA (Philanthropy, 11-50 employees) Chose SolarWinds Service Desk Have not used other products Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

SolarWinds Service Desk

Comparison of Incident and problem management features of SolarWinds Service Desk (SSD)
Feature	SolarWinds Service Desk (SSD) 7.0 97 Ratings
Organize and prioritize service tickets	8.096 Ratings
Expert directory	6.057 Ratings
Service restoration	6.058 Ratings
Self-service tools	7.086 Ratings
Subscription-based notifications	8.967 Ratings
ITSM collaboration and documentation	6.077 Ratings
ITSM reports and dashboards	7.087 Ratings

Comparison of ITSM asset management features of SolarWinds Service Desk (SSD)
Feature	SolarWinds Service Desk (SSD) 7.3 82 Ratings
Configuration mangement	8.074 Ratings
Asset management dashboard	6.980 Ratings
Policy and contract enforcement	7.064 Ratings

Comparison of Change management features of SolarWinds Service Desk (SSD)
Feature	SolarWinds Service Desk (SSD) 7.0 80 Ratings
Change requests repository	7.064 Ratings
Change calendar	7.044 Ratings
Service-level management	7.072 Ratings

User Ratings
	SolarWinds Service Desk
Likelihood to Recommend	8.0 (119 ratings)
Likelihood to Renew	6.5 (8 ratings)
Usability	8.0 (8 ratings)
Availability	8.7 (7 ratings)
Performance	8.9 (4 ratings)
Support Rating	8.0 (92 ratings)
In-Person Training	9.1 (1 ratings)
Online Training	8.2 (2 ratings)
Implementation Rating	8.9 (3 ratings)
Configurability	7.3 (1 ratings)
Ease of integration	4.5 (1 ratings)
Product Scalability	8.9 (4 ratings)
Vendor post-sale	8.2 (2 ratings)
Vendor pre-sale	7.7 (2 ratings)