SolarWinds Service Desk

Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability , as we have replaced Kaseya Traverse  with that. I recommend it to my customers.

We are now dealing with SolarWinds Service Desk  also, in addition to SolarWinds Hybrid Cloud Observability .

Currently, in-house, we were using Kaseya Vorex , which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk , even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.

What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance.

SolarWinds Service Desk is a quite matured product now, making it one of the best options on the market.

The incident management feature is aligned to the ITIL framework.

The asset management feature is also a very thoughtful framework they have implemented. Right from onboarding an asset till scrapping it, the complete lifecycle is cleanly maintained within the system itself. All the approval chains, their logs, and even the contract information have been made very easy for the users to maintain.

The knowledge base feature is an out-of-the-box knowledge base, and additionally, we can integrate our own DMS. Machine learning is something that they have been following, and we can integrate an external DMS with that, which helps in searching SOPs and even the global knowledge base over the internet, allowing it to be searched within the same single window itself.

Change management in SolarWinds Service Desk is linked with the service catalog, and since it also has a service portal, a self-service portal for users, introducing a service catalog that's integrated with the change management actually completes the flow and makes life easier for IT administrators.

The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed.

The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.

I have been dealing with Hybrid Cloud Observability  by SolarWinds for almost two years now.

The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.

The product has been stable overall, as I do not have many issues. We have been serving more than 50 clients now, and as of today, we have onboarded or migrated to the SolarWinds platform, and it is going well, meaning we are expanding further.

It is scalable, and being a managed service, we thought of scaling, so it has to be a scalable product in our case as well.

I have not experienced the technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.

Neutral

Before choosing SolarWinds Service Desk, my customers evaluated other options, as we had spent a lot of time with Kaseya Vorex . We were also exploring Datto, which is another company that they had acquired, but the response was very poor. For that reason, we then tried ServiceNow  and Symphony, but we found that SolarWinds Service Desk is best suited to our business model as a managed service, which is why we moved ahead with that.

The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.

We have not experienced technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.

I think the pricing of SolarWinds Hybrid Cloud Observability  is now comparative and suited to our business model, which is the reason we have moved to that.

It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents.

In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience.

On a scale of one to ten, I rate SolarWinds Service Desk a nine.

Public Cloud

Other

What do you like best about the product?

This platform is very easy to use.
This is also great for reporting.
I like the fact that it shows the Ticket priority unlike other ticketing systems we have used before

What do you dislike about the product?

I don't have anything I dislike about SolarWinds Service Desk

What problems is the product solving and how is that benefiting you?

It helps to streamline service helpdesk tickets and incident resolution is one platform

What do you like best about the product?

SolarWinds Service Desk fulfils the very core need of an ITSM portal by providing rich, interactive Portal for both User and Admin sides. `

What do you dislike about the product?

The ITSM portal takes some time to load the entire page, which sometimes feels sluggish and affects user experience.

What problems is the product solving and how is that benefiting you?

IT provides automation rules that help categorize tickets automatically.
The automated ticketing feature helps schedule important tasks that need to be triggered in the future, enabling the IT team to be more proactive in taking action.

What do you like best about the product?

We used the integration between SolarWinds and ServiceNow and it was of great help. We had a case for a data center, there each and every alert is important. And it created Incidents in ServiceNow.

What do you dislike about the product?

The tool of SolarWinds, is not that fast-working tool, for integrations but the field level configurations handle all of the issues. but the field we configure is trickier and not user friendly to understand.

What problems is the product solving and how is that benefiting you?

As mentioned earlier, we have been using the integration and every small server or any tool in the data center is down for one second, an alert is triggered in SolarWinds and that trigger and creates an Incident in ServiceNow. That specific incident, is assigned to the groups/user and emails are triggered to an individual and the person or the group of people works on the RCA and has been managed in ServiceNow tool.

What do you like best about the product?

The dashboard is very useful, and easy to access all tickets resources.

What do you dislike about the product?

no automation. All integration will pretty much need an API. Not a lot of integration apps.

What problems is the product solving and how is that benefiting you?

organizing ticket for the department and it allows more efficiency in our environment.