Using an IT Service Desk solution for a Video Services Team
Overall Satisfaction with SolarWinds Service Desk (SSD)
At MLB Network, Samanage is used essentially as a job ticketing tool for our media management team, which handles media organization, archive, retrieval requests in addition to multimedia preparation, delivery, and acquisition of content. It has addressed our need to reduce email congestion, increase department organization and efficiency, and gain greater visibility into the work being requested, and eventually completed by our team members.
Pros
- Easily assign jobs
- Track work requested by employee/department
- Track work completed by our team members
Cons
- Needs better integration with email tools like Microsoft Outlook for requesters who still use as a means for creating a ticket
- Needs better notification preferences
- Needs a dynamic refresh of tickets page
- More effective allocation of department work from internal stakeholders
- Better understanding of workload spread between team members
- Greater efficiency overall has presented opportunities to address other outstanding projects
SolarWinds Service Desk Feature Ratings
ROI
- Product Features
- Product Usability
We compared a number of similar products in this space, all with similar features and similar price points. Ultimately it was the incident queue that drove us to make our final decision. We found it to be the most straightforward and streamlined of all that we evaluated. It is very easy to use for our users who do not have much experience with service desk systems.
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