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SolarWinds Service Desk
What do you like best about the product?
Ease of use and easy to onboard the team
What do you dislike about the product?
Limited ability to add new custom fields
What problems is the product solving and how is that benefiting you?
easier management of assets. Far less new equipment being ordered and money savings
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Great Tool - Confusing Purchasing Process
What do you like best about the product?
My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product.
What do you dislike about the product?
I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing process was not smooth. Purchases are completed through a third party vendor. We were billed for the wrong package - WAY more expensive than the package we had requested. We aren't sure where the miscommunication happened, but it was frustrating to correct. Due to the incorrect billing, our customer success representative presented us with the services offered for the wrong package, so she had to back track and retract several service offers (they were out of scope). I found the package naming to be confusing as well - but that was probably because we were looking at other products that used the same tier names in a different order.
We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles".
We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles".
What problems is the product solving and how is that benefiting you?
Originally we were using Spiceworks. Our Spiceworks server had served us well, but we had outgrown its offerings. SolarWinds is allowing us to work, communicate and inventory items in a far more efficient manner than Spiceworks. The biggest benefit to us is the Self Service portal - our users are now capable of attempting to fix the problem on their own using information in the Knowledge Base before they reach out to us. Additionally, the Service Catalog allows us to streamline and expedite the process of common/standard requests such as computer upgrades, software requests, and new employee tech provisioning.
Recommendations to others considering the product:
Be sure to check out other products so your team has a good understanding of what's out there. Having a couple of different quotes on hand is helpful during the price negotiation process.
ALSO - you can import a lot of information in CSVs using their templates. I was not aware of that and ended up manually entering a significant amount of information.
ALSO - you can import a lot of information in CSVs using their templates. I was not aware of that and ended up manually entering a significant amount of information.
SolarWinds is the Service Desk of the future
What do you like best about the product?
Simple setup and high degree of customization
What do you dislike about the product?
More robust capabilities on the reporting side
What problems is the product solving and how is that benefiting you?
Work flow, Task Assignment but most importantly building a knowledge base for users to access on their own.
Recommendations to others considering the product:
Excellent Product that can be easily scaled to your specific needs.
A decent ITSM solution that is trying to improve
What do you like best about the product?
SolarWinds is responsive to users, particularly through their Customer Advisory Board
What do you dislike about the product?
The non-Incident modules (Changes, CMDB, Releases, Problems) need massive improvement
What problems is the product solving and how is that benefiting you?
Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs
Recommendations to others considering the product:
Ensure first that you are not prioritizing a fully developed ITSM module that includes details processes for Releases and Problems
A Service Desk to be proud of
What do you like best about the product?
Solarwinds Service Desk is a very powerful and customizable product. It has everything you need to manage your users issues and requests. It can also help manage all of your hardware and software assets.
What do you dislike about the product?
Implementation can be a little overwhelming. You need to make sure you have a good team to do the implementation and drive the roll-out forward.
What problems is the product solving and how is that benefiting you?
We've shortened the time to resolve users issues and have made the users more self sufficient by using the knowledge base.
SolarWind Review by Silvia B.
What do you like best about the product?
The most helpful for me is Asset tracking. Also, the easy set up for service desk incidents.
What do you dislike about the product?
Confusing reports, creating reports, asset tracking.
What problems is the product solving and how is that benefiting you?
We solve all service tickets through SolarWinds.
Recommendations to others considering the product:
The best service desk system ever.
Feature-rich product with great support
What do you like best about the product?
Automation capabilities that are easy to configure and understand
What do you dislike about the product?
The added cost for asset management with the per device-per month price going up with each service desk tier
What problems is the product solving and how is that benefiting you?
Service Desk solves the need for helpdesk ticketing that's easy to use, accessible via mobile device.
Recommendations to others considering the product:
Highly recommend it for companies that can give it the time it deserves to configure it in a way that optimizes the product for your company.
Comprehensive and elegant software platform.
What do you like best about the product?
Most features are relevant for our daily usage.
What do you dislike about the product?
Sensible feature requests often being placed in the queue of low priority. Also, lacked customization flexibility for the non-core features.
What problems is the product solving and how is that benefiting you?
Almost all the features are useful.
AWESOME service desk tool!
What do you like best about the product?
really simple to use for both agents and end-users, it has completely changed the way we work in the business and our efficiency rate compared to our old helpdesk products is unbelievable! we've been able to communicate and help our end users without any major issues during this lockdown of covid-19 and if we still had our old ticketing system, we would have failed miserably, have SolarWinds service has been a massive blessing in disguise in some ways and has been a real hit with our end-users and board members.
What do you dislike about the product?
Nope can't think of anything I dislike about this product, we're currently in the process of upgrading our package and expanding this to our central functions department so H&S, HR and facilities can start using it for their needs too.
What problems is the product solving and how is that benefiting you?
providing a great service to our end-users and efficiency within our IT team has increased rapidly
Great ServiceDesk
What do you like best about the product?
I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I also like how it references similar tickets for easy reference to see how you fixed an issue previously.
What do you dislike about the product?
I don't like how many clicks there are/the process to get from an incident to a problem to a release. I wish there was a way to see all related issues grouped together. We also attach releases and I have a hard time remembering to do that so I almost wish there was a reminder before closing a ticket/change to attach everything before closing.
What problems is the product solving and how is that benefiting you?
We are able to see where we are needed most and what issues are most comment. We have also exported tickets to google docs which have been extremely beneficial to help us prioritize. Other departments have found this very beneficial because our IT department is able to focus on what needs done first - and all the other departments are able to see what we are working on and how it may benefit them or impact the company as a whole.
Recommendations to others considering the product:
I think it is a great ticketing service. There is a lot it has to offer and I don't even think we use it all within our company. It is easy to train others on and communication within tickets is simple. If a ticket needs escalated to a problem or change, it can easily be done. I do think the way this is viewed could be different, but it's still manageable. We are also looking to use this as an inventory tracker. It will allow us to register every computer and all accessories. We can also keep employee information. This will help us immensely by keeping all of our data in one spot, rather than multiple spreadsheets saved elsewhere.
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