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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

Prithvi S.

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

Validated Review

Verified Reviewer

Submitted Dec 2022

The product is very user friendly and simple to us

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

In its present state, I cannot endorse Service Desk. If the previous Web Help Desk option is still accessible, I would recommend it. Consider other vendor choices as well. The benefits are not significantly different from those of other similar alternatives from other providers. It does not stand out. I'd love to hear how other people rate Service Desk and how it has improved workflows. When updates are rolled out, our instance's settings are frequently reset.

What is your favorite aspect of this product?

Cloud hosting means less upkeep, which means more time to accomplish other things. In my perspective, there is nothing that sticks out above other choices for service desk management. It performs what it is supposed to do, but not very well.

What do you dislike most about this product?

The platform's capacity to be used across different disciplines in our organization. Accounting, Data Analytics, HR, and IT workflow concerns have been resolved by the software.

What recommendations would you give to someone considering this product?

The platform's ability to be used across multiple disciplines in our organization. Accounting, Data Analytics, HR, and IT workflow issues have been resolved by the software.

Pros

Continually Improving Product
Unique Features
Efficient Service
Inspires Innovation

Ademola A.

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

Validated Review

Verified Reviewer

Submitted Sep 2022

Fantastic IT service Management product

Likeliness to Recommend

9 /10

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

Sarah H.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

An excellent tool for service management

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

What is your favorite aspect of this product?

For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.

What do you dislike most about this product?

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

What recommendations would you give to someone considering this product?

Solarwinds is the only service desk software we've tried that has a very strict security policy, which includes all of the layers that go into designing online applications. As a result of the product's simplicity of use, I was able to swiftly configure several nodes and enable monitoring and alerts.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

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.

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

Prithvi S.

The product is very user friendly and simple to us

Likeliness to Recommend

Pros

Ademola A.

Fantastic IT service Management product

Likeliness to Recommend

Pros

Sarah H.

An excellent tool for service management

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

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