Great ITSM and ITAM Tool!
Updated March 16, 2022
Great ITSM and ITAM Tool!
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with SolarWinds Service Desk (SSD)
We currently use Solarwinds Service Desk as our main ITSM and ITAM tool. Its used throughout the company and specific groups have more accessibility for views on specific incidents or trends for better visibility. It allows us to manage tickets for incidents and also service requests. We can also manage our assets as well.
Pros
- Ease of use.
- Filtering of incidents.
- Modern UI.
Cons
- ITIL standardization for tickets. (Incident vs Request)
- Granular settings.
- More customization on Automations.
- Up-time over the last year has been inconsistent.
- Ease of use has been a great help with on-boarding of Analysts.
- Overall great but could use some improvements.
Solarwinds has a much better UI than Remedy. It's more modern and flows better than the older "Windows 95" view of Remedy. Spiceworks does offer a modern UI but is lacking on a lot of features that are considered basic for ITSM related tools. Spiceworks does work very well for smaller companies that need but the core functions of ITSM.
Do you think SolarWinds Service Desk (SSD) delivers good value for the price?
Not sure
Are you happy with SolarWinds Service Desk (SSD)'s feature set?
No
Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of SolarWinds Service Desk (SSD) go as expected?
I wasn't involved with the implementation phase
Would you buy SolarWinds Service Desk (SSD) again?
No
SolarWinds Service Desk Feature Ratings
ROI
Yes - Previously, we were using HelpStar as an ITSM application. The usability of HelpStar was fine but was extremely slow and cumbersome. It also didn't have much integrations with assets or applications. So SWSD was able to integrate a good amount of things we needed for ease of access and use.
- Price
- Product Features
- Product Usability
So I'm pretty sure price was a huge factor in the deciding vote for SWSD. I didn't have an initial say in the purchase but compared to most ITSMs it was much cheaper. It also started off as Samanage and was a smaller entity before being purchased by SolarWinds recently.
Using SolarWinds Service Desk (SSD)
200 - Nearly all the users are within our Technology & Innovation group at our company. They utilize it for incident reporting or resolutions. We also use it for IT specific functions such as incident creation, asset management, and employee change management. The core functionality that we use it for is case/incident management.
5 - The administrators must have a good understanding of certain aspects. One of them being ITSM and ITIL knowledge because you'll need to know what SLAs and category management will be implemented. There is some basic coding like regex can be utilized to create automations or key functions to have some tasks either automated, ran with keywords, or macros.
- Incident Managment
- Asset Managment
- Change Management
- Round robin assignments
- Ticket assignments via keywords
- Automatic ticket closing
- Mobile management
- Autopilot setup
- Instant alerts
Comments
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