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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?

8% Negative

13% Neutral

79% Positive

Pros

Efficient Service
Reliable
Effective Service
Saves Time

Cons

Slower Product Innovation

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

Software Recognition Library

Cloud License Management

Integrated Discovery

Financial Analysis

Analytics and Reporting

Vendor Capability Ratings

Average 78

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 7.6

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

SolarWinds Service Desk Reviews

Peter C.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Simple and easy to use, but lacks features

Likeliness to Recommend

8 /10

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

Scott P.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Simple to use, but lacks advanced features.

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

It's super simple to use and integrate. I found it to be incredibly intuitive and simple.

What is your favorite aspect of this product?

It's simplicity. The whole services makes sense and is very easy to pick up on for ticketing and communicating with the end user.

What do you dislike most about this product?

It lacks advanced features (like automation, for example) that a bigger company may need for large-scale operations.

What recommendations would you give to someone considering this product?

Great product for use in a smaller company who needs a good ticketing and asset management system. Gets the job done in a small package.

Pros

Enables Productivity
Helps Innovate
Reliable
Performance Enhancing

Cons

Slower Product Innovation
Charges for Enhancements

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

Validated Review

Anonymous Reviewer

Submitted Jan 2023

Easy to use, but lacks advanced features.

Likeliness to Recommend

7 /10

Pros

Reliable
Enables Productivity
Efficient Service
Effective Service

Cons

Slower Product Innovation
Commodity Features
Charges for Enhancements

SolarWinds Service Desk

What is SolarWinds Service Desk?

Company Details

Need Assistance?

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.

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

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

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

Peter C.

Simple and easy to use, but lacks features

Likeliness to Recommend

Pros

Cons

Scott P.

Simple to use, but lacks advanced features.

Likeliness to Recommend

Pros

Cons

Easy to use, but lacks advanced features.

Likeliness to Recommend

Pros

Cons

Feature Ratings

End to End Lifecycle Management

Advanced License Management

Software Usage Metering

Decentralized Management

Data Import Export and Aggregation

Data Center Analytics

Software Recognition Library

Cloud License Management

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