Overview
Product Information on SolarWinds Service Desk
What is SolarWinds Service Desk?
SolarWinds Service Desk Pricing
Overall experience with SolarWinds Service Desk
“Structure and Automation Enhance IT Workflows With Some Usability Limitations”
“A good entry-level service desk for a small company; not the best for larger enterprises.”
About Company
Company Description
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.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: SolarWinds Service Desk
Deciding Factors: SolarWinds Service Desk Vs. Market Average
Performance of SolarWinds Service Desk Across Market Features
SolarWinds Service Desk Likes & Dislikes
I like how SolarWinds Service Desk puts everything in one place, making it easy to manage IT requests, incidents and assets. The simple interface and automation save time and effort. It's also easy to customize to fit your team's needs. The reports help you understand how things are working and the knowledge base lets users and techs find answers quickly reducing repeated issues.
Read Full ReviewThe portal is easy for end-users to navigate. It had options for email drop boxes, which made emailing tickets in to certain group easy. The ticket view was simple and easy to navigate.
Read Full Review
The system can feel a bit slow when handling large amounts of data or during peak usage times, also the initial setup and customization can be complex and may require extra time or help from support and some features could be more intuitive as there is a bit of a learning curve for new users.
Read Full ReviewThere isn't much in the way of customization. No options for automation. Service requests could be built out a little more.
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Peer Discussions
SolarWinds Service Desk Reviews and Ratings
- Network AnalystGov't/PS/EdEducationReview Source
Structure and Automation Enhance IT Workflows With Some Usability Limitations
My experience with SolarWinds Service Desk has been smooth. It brings structure to our IT operations and helps the team stay on top of issues without getting overwhelmed. The ability to track, prioritize and resolve requests all in one system has made a big difference even though there are a few areas that could be improved like setup complexity but the platform continues to support our workflow and keep things moving efficiently. Its a practical tool that fits well into our day-to-day work. - VP, Operations<50M USDIT ServicesReview Source
Internal and Customer Workflows Easy Yet Team Collaboration Remains Challenging
Overall, good. Minor set-up challenges and workflows used internally and for customers. - Customer Service & Support Associate50M-1B USDHardwareReview Source
Positive Experience With Reporting Customization, Yet Prioritization Features Are Lacking
My overall experience is positive, more customization options in reports. - IT Infrastructure Manager10B+ USDBankingReview Source
The Varied Reactions to Our Network Monitoring Product Experience
As we used this product in past 2 year and it's working very well end to end visibility of your network including wireless devices. - IT SECURITY & RISK MANAGEMENT ASSOCIATE<50M USDIT ServicesReview Source
Harnessing the Power of Customizable ITSM in Service Based Organizations
Overall it is a good ITSM for the fact that it keeps things straight and simple. The organization's efficiency is affected positively for resolving IT problems. We have created customized portals for various problems that cater to our business specific and regional needs.