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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84 Likeliness to Recommend
79 Plan to Renew
3
Since last award
82 Satisfaction of Cost Relative to Value
3
Since last award
Emotional Footprint Overview
+84 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
- Trustworthy
- Fair
Cons
- Slower Product Innovation
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
End User Support Solutions
Integrated Knowledge Management
Service Catalog
Multi-Site Functionality
Integration With IT Tools
End User Self Serve
Reporting
Vendor Capability Ratings
Ease of IT Administration
Quality of Features
Ease of Implementation
Business Value Created
Availability and Quality of Training
Vendor Support
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Ease of Customization
Product Strategy and Rate of Improvement
SolarWinds Service Desk Reviews
Dante E.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2023
Very customizable
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
It does well with: ITIL-aligned: It is ITIL-aligned, meaning it follows the ITIL framework and best practices for IT service management. IT asset management: It includes IT asset management capabilities, which helps organizations track and manage their IT assets. Automation and customization are also one of the better features
What is your favorite aspect of this product?
One of the best features of SolarWinds Service Desk is its IT asset management capabilities. This allows organizations to track and manage their IT assets, including hardware, software, and licenses. This helps teams to optimize their IT infrastructure, reduce costs and improve security by ensuring all assets are up to date and in compliance.
What do you dislike most about this product?
One potential downside of SolarWinds Service Desk is that it may have a steep learning curve for users who are not familiar with IT service management software.
What recommendations would you give to someone considering this product?
With all new software you need to assess your IT service management needs. Plan for user adoption: As with any new software, user adoption can be a challenge. It's important to have a plan in place for training and onboarding users, as well as providing ongoing support to ensure that everyone is getting the most out of the platform. Take advantage of automation and customization options
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Easy to use, but lacks advanced features.
Likeliness to Recommend
Pros
- Reliable
- Enables Productivity
- Efficient Service
- Effective Service
Cons
- Slower Product Innovation
- Commodity Features
- Charges for Enhancements
Ademola A.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Sep 2022
Fantastic IT service Management product
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Great Ticketing system
What is your favorite aspect of this product?
Tickets raising and resolution
What do you dislike most about this product?
Asset management dashboard can be improved
What recommendations would you give to someone considering this product?
Simple to use, great ticketing solution and incidents can be tracked easily
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing