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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).
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SolarWinds Service Desk
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Reviews of SolarWinds Service Desk
It is simple to implement, administer, and update
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.
An excellent tool for service management
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.
Alternatives Considered:
On-Premise product thatrequires some hefty configuration
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.
Streamlining IT Support for Small Businesses
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.
Alternatives Considered:
Hossam's SolarWinds Service Desk Review
Comments: My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.
Pros:
SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.
Cons:
The least i like about it is its cost in relative to other ticketing systems in the market.
