What is SolarWinds Service Desk?
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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Real user data aggregated to summarize the product performance and customer experience.
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85 Likeliness to Recommend
1
Since last award
84 Plan to Renew
8
Since last award
80 Satisfaction of Cost Relative to Value
5
Since last award
Emotional Footprint Overview
+86 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?
Pros
- Reliable
- Enables Productivity
- Fair
- Generous Negotitation
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Multi Device Capability
Technician Administration
Integrated Knowledge Management
Multi-Site Functionality
End User Support Solutions
Service Catalog
Integration With IT Tools
Reporting
End User Self Serve
Vendor Capability Ratings
Ease of IT Administration
Availability and Quality of Training
Ease of Implementation
Quality of Features
Business Value Created
Usability and Intuitiveness
Vendor Support
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Data Integration
Ease of Customization
SolarWinds Service Desk Reviews
Peter C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Simple and easy to use, but lacks features
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Its simplicity. There are many different ITSM applications out there and most of them are pretty complicated to use and setup. SolarWinds is very simple and straightforward. Takes very little time to learn.
What is your favorite aspect of this product?
It's quick and easy. There aren't a million screens and pages to do one task; everything is immediately available on one page.
What do you dislike most about this product?
It lacks advanced features that could make a lot of work quicker and easier for us.
What recommendations would you give to someone considering this product?
Great product for a smaller-medium sized company that may be looking for their first ITSM application.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Cons
- Slower Product Innovation
- Commodity Features
- Charges for Enhancements
Zach S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2023
Good access management
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
One of its key differentiators is its integration with other SolarWinds products, allowing for a seamless and streamlined IT management experience.
What is your favorite aspect of this product?
I like Service Desk appreciate because of its user-friendly interface and powerful capabilities. The platform is known for its efficient performance and ability to manage all aspects of IT service management, and Ive seen no issue with this.
What do you dislike most about this product?
There are time where the platform can be slow to load and respond, particularly when used by a large number of users simultaneously. We have a pretty good amount of users so this happens from time to time.
What recommendations would you give to someone considering this product?
1. Take the time to fully understand the customization options available, as they can greatly enhance the efficiency and effectiveness of the platform. 2. Consider the size of your organization and the number of users who will be using the platform, as a large user base may impact performance and require additional resources.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Slower Product Innovation
Colton C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2023
Good product, could be better.
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Clean looking user interface.
What is your favorite aspect of this product?
Responsiveness.
What do you dislike most about this product?
Lack of customization.
What recommendations would you give to someone considering this product?
Play around with it and figure out the type of features it has.
Pros
- Enables Productivity
- Altruistic
- Helps Innovate
- Continually Improving Product