SolarWinds Service Desk
SolarWindsExternal reviews
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SolarWinds Service Desk - Just Okay
What do you like best about the product?
I like that SolarWinds Service Desk has the ability to host assets, tickets and create profiles for the service desk members, users and external clients.
What do you dislike about the product?
Solar Winds Service Desk has many annoying things about it. First of all it is usually very slow to load regardless of the speed of your internet connection. Secondly, the search function is not very user-friendly and requires a lot of specialization to find the results you are actually looking for.
What problems is the product solving and how is that benefiting you?
We are using SolarWinds Service Desk for our ITSM. It is not the best system we have used but it can log assets, IT tickets and a user database so it gets the job done.
Recommendations to others considering the product:
I would strongly recommend finding another cloud-based ITSM system. SolarWinds Service Desk is not the best solution and there are other systems that are faster, cheaper and more user-friendly.
Nice software
What do you like best about the product?
It has file transfer, remote command line and is reasonably priced
What do you dislike about the product?
Sometimes the connections are very slow.
What problems is the product solving and how is that benefiting you?
Allows me to be in multiple places within a short period of time. I have accounts that are over 200 miles apart.
I can be somewhere remotely within minutes.
I can be somewhere remotely within minutes.
Excellent Service Desk Solution
What do you like best about the product?
The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be.
Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need.
Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need.
What do you dislike about the product?
There are some limitations like how much you can customize when notifications are sent or not sent. Also some areas don't get any notifications which is annoying.
The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting.
The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting.
What problems is the product solving and how is that benefiting you?
Change management, incident management, release management, problem management, service catalog, transparency with the IT department and the business.
Recommendations to others considering the product:
Do your research, do a demo and make sure it is what you need.
Great design and functionality in real time.
What do you like best about the product?
Most Helpful:
Saas, cloud hosted design, API and asset discovery.
Saas, cloud hosted design, API and asset discovery.
What do you dislike about the product?
That the approval process for change management is not included automatically in the change a management template. For instance, for each change request I have to create a process. I know there is a change catalog but that seems very convoluted for a simple addition.
What problems is the product solving and how is that benefiting you?
Global Search, seamless ITSM and faster service
Recommendations to others considering the product:
Great interface.
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
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.
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