SolarWinds Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines IT service management (ITSM) platforms as software that offers workflow management and automation for organizations to deliver, operate, improve and govern IT-enabled services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, some ITSM platforms are also available for on-premises deployments as per organizational needs. Heads of infrastructure and operations (I&O) use ITSM platforms to continually improve the services they deliver. ITSM platforms address the problems of uncoordinated and inconsistent handling of technology-related tasks, helping to reduce operational risks, eliminate inefficiencies, and prevent business disruptions. By capturing, tracking, and reporting on service-related activities across the technology estate, the platform serves as a unified system of record for ITSM actions, enabling teams to establish clear ownership and ensure that decisions and outcomes are fully traceable. ITSM platforms boost teams’ efficiency by automating processes, streamlining decision making and providing seamless integration with third-party applications. These platforms enhance the end-user experience and help IT services remain agile and aligned with business goals. Heads of I&O increasingly rely on these products to support digital business transformation beyond IT.

Active

Find the top IT Service Management Platforms with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

IT Service Management Platforms

SolarWinds Service Desk

SolarWinds

IT MANAGER

On the positive side, the platform is intuitive and relatively easy to implement. Ticket submission and workflow management are straightforward, and the user interface is clean enough that staff can log requests without much training. Its limitations impact the experience. Reporting lacks depth and flexibility, their customer support experience leaves much to be desired and more advanced asset management features without additional costs would be nice.

<50M USD

50M - 250M USD

250M - 500M USD

Gov't/PS/ED <5,000 Employees

500M - 1B USD

1B - 3B USD

3B - 10B USD

Gov't/PS/ED 5,000 - 50,000 Employees

30B + USD

10B - 30B USD

CHANGE MANAGER

Overall, my experience with SolarWinds Service Desk has been positive. The platform is easy to adopt, especially for teams that want to get up and running quickly without heavy customization. Core ITSM practices, like Incident, Service Request and Change Management work very well for users.

Zendesk

Spiceworks

ServiceNow

Freshworks

ManageEngine

Other...

Atlassian

Microsoft

SysAid

Ivanti

Ivanti (Cherwell)

SolarWinds (Samanage)

TOPdesk

Broadcom

Axios Systems

Help Desk Technology

iSupport Software

HaloITSM

Alloy Software

EasyVista

Issuetrak

Hornbill

Agiloft

TeamDynamix

Cisco Systems

SolarWinds (NYSE:SWI) provides simple, powerful, secure observability and IT management software built to enable customers to accelerate their digital transformation. Our solutions provide organizations worldwide—regardless of type, size, or complexity—with a comprehensive and unified view of today’s modern, distributed, and hybrid environments. We continuously engage with IT service and operations professionals, DevOps and SecOps professionals, and database administrators (DBAs) to understand the challenges they face in maintaining high-performing and highly available hybrid IT infrastructures, applications, and environments. The insights we gain from them, in places like our THWACK community, help us to address customers’ needs in solutions for observability, IT service management, application performance, and database management now and in the future.

The primary focus of the company lies in simplifying IT processes. It effectively tackles major business challenges by providing solutions that streamline complex technical operations. By integrating advanced IT solutions into everyday business activities, the company helps businesses increase efficiency and productivity. Through its innovative technological solutions, the company solves pertinent business problems in the realm of IT.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Service Desk Offers Ease of Use but Lacks Advanced Customization Options

Critical Review

Solid and intuitive, but room for improvement.

Likes and dislikes about

likes

dislikes