Improved service requests and network monitoring have increased efficiency but integration needs work
What is our primary use case?
SolarWinds Service Desk is used for ITSM and network monitoring purposes.
The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored.
SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk.
Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.
What is most valuable?
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities.
SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them.
SolarWinds Service Desk is an affordable product.
SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.
What needs improvement?
The primary concern so far is the integration part because of the APIs; this is the main area of concern.
Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.
For how long have I used the solution?
SolarWinds Service Desk was just implemented one month ago, and the entire platform is still being understood.
What do I think about the stability of the solution?
For any new product, there will be some glitches in the beginning and some issues, but otherwise, the product is functioning well. When encountering any new product, there will be some minor basics that might be forgotten, such as configuration or parameters, but this stage has been passed, and the product is functioning well currently.
What do I think about the scalability of the solution?
SolarWinds Service Desk is currently found to be scalable.
How are customer service and support?
A different team interacts with technical support from SolarWinds, and they handle the support interactions. Tickets can be raised with SolarWinds Service Desk support, and they are able to provide assistance. The specific data regarding support interactions is not available at this moment because it was not checked with team members.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
SeciON is still being used, and Kaseya is no longer being used. A different product has replaced Kaseya, while SeciON remains in place.
How was the initial setup?
The transition has just been completed, and many other things are being checked regarding the reporting and analytics part compared to Kaseya. An analysis of individual features of Kaseya versus SolarWinds Service Desk has not yet been completed.
What about the implementation team?
SolarWinds Service Desk is being used both as a customer and as a partner, integrator, and reseller.
The product is also being sold to clients.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Service Desk Review
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.
Solid solution for ticket handling
What do you like best about the product?
The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules.
What do you dislike about the product?
It doesn't offer deep customization for cultural institution systems out-of-the-box,
What problems is the product solving and how is that benefiting you?
Efficient ticket handling across diverse departments
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Solarwinds Service Desk Usage
What do you like best about the product?
Simplicity to use, the UI is not bloating and is clean
What do you dislike about the product?
Maybe it's a little too simple, could use some better features and templates for ticket responses
What problems is the product solving and how is that benefiting you?
Mainly just use this for ticketing and it's good for that reason in our environment.
Fully featured helpdesk system
What do you like best about the product?
Very comprehensive, feature rich system. Very reliable and stable system
What do you dislike about the product?
Can be quite expensive compared to alternatives. For a basic helpdesk system, might be over complicated
What problems is the product solving and how is that benefiting you?
This system allows us to keep track of all our IT assets and software as well as managing our helpdesk calls. We are also using it for areas outside of IT such as HR and GDPR. Another section is used for our change manage processes.
Best monitoring tool and service desk platform
What do you like best about the product?
It helps us to provide proper update to end user with in ticket... So user also know what is the status of ticket.
What do you dislike about the product?
Dashboard should be easy to handle and view
What problems is the product solving and how is that benefiting you?
If any kind of changes want to do within solarwind service desk they can help very well
Good tool but could be great with a bit of improvement.
What do you like best about the product?
It is straightforward and mostly easy to use. It has powerful asset management, and notifications. I love how it leverages M365 email connectivity for email. Good API's
What do you dislike about the product?
It needs some improvements. As much as I like the asset tool, I feel like its missing information which would really make it better. I would like to see it have more Remote Machine management, and access tools and include more RMM type tooling internal like a NinjaONE, Pulseway, Datto, etc.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk, and we acheived it, we needed asset management, and it gets us there, we wanted remote control of endpoints, and it can link to software which allows you to navigate.
Useful and intuitive IT support platform
What do you like best about the product?
- Easy of implementation
- Technical & customer support
- Number of features
- Smartphone APP
- Detailed dashboard availability
What do you dislike about the product?
- Few possibiliy for notification's layour customization and portal (images, buttons, company brand...)
- Service Request workflow not so non-flexible
- Non-consolidated Power BI integration: Incidents, service requests, changes,...statistics should be available since months for a a global IT vendor
- SLA not so flexible in the scope definition
- Lack of dedicating consulting service for integration projects with third parties
- Lack of custom form creation
- Analytics: only one graph for each report
- Possible (maybe out of scope) improvement for consulting service about ITIL (KPI's definition, suggested automated rule, workflows or SLA based on other customers which might be a good starting point for new and consolidate customers which don't have to built everything from skratch
What problems is the product solving and how is that benefiting you?
My company came from an on-prem and outdated concept of IT ticketing platform and I had the commitment to switch to a cloud and updated ITSM solution with ITIL foundamentals. Since June 2023, month of the rollutu in production for our 3 main global IT & Digitalization teams, we're using this tool to manage Indicents.
My goal would be to implement also the Service Request and Change management modules during 2024.
The platform allow to me and my managers to have better insights about different KPIs that were not monitored previously.
SolarWinds IT Help Desk review
What do you like best about the product?
Automated and cost efficient servicing. More efficient than using manual resources.
What do you dislike about the product?
Not always accurate. Need to make sure rules are clearly defined.
What problems is the product solving and how is that benefiting you?
Provides automated help desk instead of relying on humans.
SolarWinds Service Desk is an awesome software. So grate to SD team.
What do you like best about the product?
It save time and easy to track and escalate the ticket. It is simple reporting and so easy to use it.
What do you dislike about the product?
The cost is quite high than other competitors.
What problems is the product solving and how is that benefiting you?
Easy ticket assignment. Help ITIL approaching to meet our organisation SLA/OLA.
