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SolarWinds

SolarWinds Service Desk

Composite Score

6.9 /10

CX Score

7.1 /10

17 Reviews Write a Review

What is SolarWinds Service Desk?

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value. 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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SolarWinds Service Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

79 Likeliness to Recommend

75 Plan to Renew

79 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+77 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?

9% Negative

12% Neutral

79% Positive

Pros

Efficient Service
Reliable
Effective Service
Saves Time

Cons

Slower Product Innovation
Charges for Enhancements

Feature Ratings

Average 75

End to End Lifecycle Management

Advanced License Management

Software Usage Metering

Decentralized Management

Data Import Export and Aggregation

Data Center Analytics

Cloud License Management

Software Recognition Library

Integrated Discovery

Financial Analysis

Analytics and Reporting

Vendor Capability Ratings

Average 77

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Vendor Support

Quality of Features

Ease of Data Integration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

IT Service Management - Midmarket

Score 7.3

View SolarWinds Service Desk in this category (opens in a new tab)

SolarWinds Service Desk Reviews

Felix K.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Good ITSM Tool but still lacking crucial features!

Likeliness to Recommend

8 /10

What differentiates SolarWinds Service Desk from other similar products?

It provides seamless integration with other Solarwinds products, such as Dameware.

What is your favorite aspect of this product?

Features include an automated IT asset management system, a clean user interface, email integration, and API support .It provides Single Sign-On (SSO), which is highly useful.

What do you dislike most about this product?

The customization feels quite limited. They could also increase the search capabilities. The present search option returns many irrelevant results. Integration with other third-party programs is rather limited. The reporting feature is rather poor, with very little scope for customization.

What recommendations would you give to someone considering this product?

The tool will definitely serve all the basic functions of an ITSM tool as well as inventory, but if you need detailed reports and automations, this might not be for you.

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Effective Service

Saad S.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Comprehensive and Efficient

Likeliness to Recommend

8 /10

What differentiates SolarWinds Service Desk from other similar products?

In the realm of IT service management, SolarWinds Service Desk stands out thanks to its excellent UI, reliable automation, extensive asset management, customizable choices, easy interfaces, cutting-edge analytics, and robust support.

What is your favorite aspect of this product?

Users frequently compliment the SolarWinds Service Desk for having an outstanding UI that is easy to use. This feature facilitates accessibility and ease of use for end users submitting service requests as well as IT professionals administering the system. Its use and adoption across many businesses are greatly enhanced by its interface's simplicity.

What do you dislike most about this product?

cost may be relatively higher compared to other similar solutions in the market,

What recommendations would you give to someone considering this product?

Make use of the trial or demo to determine whether it meets the unique requirements of your company.

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Kirstie B.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2023

A useful tool to create an accurate CMDB

Likeliness to Recommend

8 /10

What differentiates SolarWinds Service Desk from other similar products?

Ease of use

What is your favorite aspect of this product?

The application has changed to meet users needs

What do you dislike most about this product?

Nothing comes to mind

What recommendations would you give to someone considering this product?

Nothing comes to mind

Pros

Performance Enhancing
Includes Product Enhancements
Security Protects
Continually Improving Product

SolarWinds Service Desk

What is SolarWinds Service Desk?

Company Details

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SolarWinds Service Desk Ratings

79 Likeliness to Recommend

75 Plan to Renew

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+77 Net Emotional Footprint

How much do users love SolarWinds Service Desk?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

End to End Lifecycle Management Solution provides logical workflows and templates for managing the entire software lifecycle from procurement through to retirement.

Advanced License Management One or more specialized license types with extreme complexities such as SAP, Oracle, Mainframe, with a focus on accuracy and minimizing manual calculations.

Software Usage Metering Includes out-of-the-box support for software usage tracking to identify heavily used or unused assets.

Decentralized Management Manage licenses across a geographically dispersed environment, including remote users, but with ability to centrally view and manage contracts.

Data Import Export and Aggregation B2B connect for purchase and warranty records, integrations to business applications, ability to merge records where duplicated through multiple data sources.

Data Center Analytics Information regarding capacity and challenges unique to datacenters, such as workload modelling, virtual licensing, and mapping virtual instances to hosts.

Cloud License Management Monitor and manage as-a-service solutions, including SaaS, IaaS, PaaS licensing, public and private cloud.

Software Recognition Library Includes built-in software library to enhance recognition of installed packages.

Integrated Discovery Ability to accurately discover assets, possibly map dependencies, discover remote users, and gain access to usage data on workstations.

Financial Analysis Includes out-of-the-box support for understanding costs and managing depreciation and budget; may include complex, logical "what if?" financial modeling.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

IT Service Management - Midmarket

SolarWinds Service Desk Reviews

Felix K.

Good ITSM Tool but still lacking crucial features!

Likeliness to Recommend

Pros

Saad S.

Comprehensive and Efficient

Likeliness to Recommend

Pros

Kirstie B.

A useful tool to create an accurate CMDB

Likeliness to Recommend

Pros

Feature Ratings

End to End Lifecycle Management

Advanced License Management

Software Usage Metering

Decentralized Management

Data Import Export and Aggregation

Data Center Analytics

Cloud License Management

Software Recognition Library

Integrated Discovery

Financial Analysis

Analytics and Reporting

Vendor Capability Ratings

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Vendor Support

Quality of Features

Ease of Data Integration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement