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SolarWinds Service Desk

SolarWinds Service Desk

What Is SolarWinds Service Desk?

SolarWinds Service Desk is a fully integrated IT service desk and IT asset management solution. Easily track, monitor, and analyze your assets, including hardware, software, contracts, purchase orders, licenses, and warranties all in one place. Automatically scan your network to discover and update asset data. Streamline ticket resolution by aligning incidents to impacted assets, automatically capturing asset incident history, and automating ticket routing and priority using AI.

Who Uses SolarWinds Service Desk?

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).

SolarWinds Service Desk Software - SolarWinds Service Desk Dashboard
SolarWinds Service Desk Software - SolarWinds Service Desk Automations
SolarWinds Service Desk Software - SolarWinds Service Desk Incident Management
SolarWinds Service Desk Software - SolarWinds Service Desk Knowledge Base
SolarWinds Service Desk Software - SolarWinds Service Desk CMDB Dependencies

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Reviews of SolarWinds Service Desk

Average score

Overall
4.6
Ease of Use
4.6
Customer Service
4.6
Features
4.4
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Krishna
Krishna
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

It is simple to implement, administer, and update

5.0 2 years ago

Comments: In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Pros:

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Cons:

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

An excellent tool for service management

4.0 2 years ago

Comments: 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.

Pros:

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.

Cons:

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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Streamlining IT Support for Small Businesses

5.0 4 weeks ago New

Pros:

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Cons:

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Dan
IT Manager in UK
Renewables & Environment, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

On-Premise product thatrequires some hefty configuration

2.0 last year

Comments: We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Pros:

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons:

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Assi
Application Developer in US
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Handling IT Issues Easily

5.0 4 months ago

Pros:

From asset tracking to IT management, this tool has all we need The deployment process is quite straightforward and the customer support is amazing.

Cons:

Quite helpful and no worthy complaints to list.