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
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
Scott P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Simple to use, but lacks advanced features.
Likeliness to Recommend
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
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