SolarWinds

SolarWinds Service Desk

Composite Score

7.0 /10

CX Score

7.2 /10

15 Reviews Write a Review

What is SolarWinds Service Desk?

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value. With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.

Company Details

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SolarWinds Service Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

80 Likeliness to Recommend

69 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+79 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SolarWinds Service Desk?

9% Negative

15% Neutral

76% Positive

Pros

Efficient Service
Caring
Respectful
Trustworthy

Cons

Slower Product Innovation

Feature Ratings

Average 75

End to End Lifecycle Management

Advanced License Management

Software Usage Metering

Cloud License Management

Financial Analysis

Decentralized Management

Software Recognition Library

Data Import Export and Aggregation

Data Center Analytics

Integrated Discovery

Analytics and Reporting

Vendor Capability Ratings

Average 78

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Business Value Created

Vendor Support

Quality of Features

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Also Featured in...

IT Service Management - Midmarket

Score 7.6

View SolarWinds Service Desk in this category (opens in a new tab)

SolarWinds Service Desk Reviews

Ademola A.

Role: Information Technology
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Fantastic IT service Management product

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

Great Ticketing system

What is your favorite aspect of this product?

Tickets raising and resolution

What do you dislike most about this product?

Asset management dashboard can be improved

What recommendations would you give to someone considering this product?

Simple to use, great ticketing solution and incidents can be tracked easily

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sarah H.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2022

An excellent tool for service management

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

What is your favorite aspect of this product?

For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.

What do you dislike most about this product?

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

What recommendations would you give to someone considering this product?

Solarwinds is the only service desk software we've tried that has a very strict security policy, which includes all of the layers that go into designing online applications. As a result of the product's simplicity of use, I was able to swiftly configure several nodes and enable monitoring and alerts.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Don C.

Role: Information Technology
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2020

Great discovery tools and excellent features.

Likeliness to Recommend

10 /10

What differentiates SolarWinds Service Desk from other similar products?

SolarWinds does an excellent job with the discovery of all infrastructure. It manages ips, mac's and vlans with ease. We really enjoy the features and ease of use for all our hardware asset management.

What is your favorite aspect of this product?

The features and ability to discover just about anything connected to the network. It's ability automatically identify what's in use and active on the network is invaluable resource to our department.

What do you dislike most about this product?

The reporting mechanism is a little clunking but gets the job does with some work.

What recommendations would you give to someone considering this product?

Verify the compatibilities of the back end infrastructure with the product prior to purchasing this product. You want to be sure everything is identified as being in use or not.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

SolarWinds Service Desk

What is SolarWinds Service Desk?

Company Details

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SolarWinds Service Desk Ratings

80 Likeliness to Recommend

69 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+79 Net Emotional Footprint

How much do users love SolarWinds Service Desk?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

End to End Lifecycle Management Solution provides logical workflows and templates for managing the entire software lifecycle from procurement through to retirement.

Advanced License Management One or more specialized license types with extreme complexities such as SAP, Oracle, Mainframe, with a focus on accuracy and minimizing manual calculations.

Software Usage Metering Includes out-of-the-box support for software usage tracking to identify heavily used or unused assets.

Cloud License Management Monitor and manage as-a-service solutions, including SaaS, IaaS, PaaS licensing, public and private cloud.

Financial Analysis Includes out-of-the-box support for understanding costs and managing depreciation and budget; may include complex, logical "what if?" financial modeling.

Decentralized Management Manage licenses across a geographically dispersed environment, including remote users, but with ability to centrally view and manage contracts.

Software Recognition Library Includes built-in software library to enhance recognition of installed packages.

Data Import Export and Aggregation B2B connect for purchase and warranty records, integrations to business applications, ability to merge records where duplicated through multiple data sources.

Data Center Analytics Information regarding capacity and challenges unique to datacenters, such as workload modelling, virtual licensing, and mapping virtual instances to hosts.

Integrated Discovery Ability to accurately discover assets, possibly map dependencies, discover remote users, and gain access to usage data on workstations.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

IT Service Management - Midmarket

SolarWinds Service Desk Reviews

Ademola A.

Fantastic IT service Management product

Likeliness to Recommend

Pros

Sarah H.

An excellent tool for service management

Likeliness to Recommend

Pros

Don C.

Great discovery tools and excellent features.

Likeliness to Recommend

Pros

Feature Ratings

End to End Lifecycle Management

Advanced License Management

Software Usage Metering

Cloud License Management

Financial Analysis

Decentralized Management

Software Recognition Library

Data Import Export and Aggregation

Data Center Analytics

Integrated Discovery

Analytics and Reporting

Vendor Capability Ratings

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Business Value Created

Vendor Support

Quality of Features

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization