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SolarWinds

SolarWinds Service Desk

Composite Score
7.5 /10
CX Score
7.8 /10
SolarWinds Service Desk
7.5 /10

What is SolarWinds Service Desk?

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value. 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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Awards & Recognition

SolarWinds Service Desk won the following awards in the IT Service Management - Midmarket category

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SolarWinds Service Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SolarWinds Service Desk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

Down 3
Since last award

81 Plan to Renew

Down 5
Since last award

78 Satisfaction of Cost Relative to Value

Down 1
Since last award


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
81%
Negotiation and Contract:
87%
Conflict Resolution:
87%
Strategy & Innovation:
73%
Service Experience:
91%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 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?

Chart

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5% Negative
5% Neutral
90% Positive

Pros

  • Fair
  • Reliable
  • Transparent
  • Effective Service

Feature Ratings

Average 75

Technician Administration

81

Multi-Site Functionality

81

End User Support Solutions

79

Integrated Knowledge Management

78

Multi Device Capability

77

Service Catalog

76

Integration With IT Tools

72

End User Self Serve

70

Reporting

70

Vendor Capability Ratings

Average 77

Availability and Quality of Training

84

Ease of Implementation

84

Ease of IT Administration

81

Vendor Support

80

Business Value Created

79

Quality of Features

79

Usability and Intuitiveness

79

Breadth of Features

74

Ease of Data Integration

71

Product Strategy and Rate of Improvement

71

Ease of Customization

71

SolarWinds Service Desk Reviews

Caleb K.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted May 2024

Fantastic solution, one stop shop for service desk

Likeliness to Recommend

10 /10

What differentiates SolarWinds Service Desk from other similar products?

The number of features SWSD has over others, the ease of use, the cost, its a perfect solution for any company look for a more professional solution. Built in change management, its a perfect solution for IT.

What is your favorite aspect of this product?

Integrating SWSD with other solutions via API.

What do you dislike most about this product?

Device management could be better.

What recommendations would you give to someone considering this product?

Talk with a sales rep, get a demo, make sure you have your entire team test it out so they can all try out what features they use.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Mohanad M.

  • Role: Information Technology
  • Industry: Manufacturing
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2024

best service desk software

Likeliness to Recommend

9 /10

What differentiates SolarWinds Service Desk from other similar products?

It is comprehensive and full of features

What is your favorite aspect of this product?

asset system

What do you dislike most about this product?

The price is expensive compared to competing companies

What recommendations would you give to someone considering this product?

To always renew

Pros

  • Helps Innovate
  • Continually Improving Product
  • Inspires Innovation
  • Acts with Integrity

Felix K.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2024

Good ITSM Tool but still lacking crucial features!

Likeliness to Recommend

8 /10

What differentiates SolarWinds Service Desk from other similar products?

It provides seamless integration with other Solarwinds products, such as Dameware.

What is your favorite aspect of this product?

Features include an automated IT asset management system, a clean user interface, email integration, and API support .It provides Single Sign-On (SSO), which is highly useful.

What do you dislike most about this product?

The customization feels quite limited. They could also increase the search capabilities. The present search option returns many irrelevant results. Integration with other third-party programs is rather limited. The reporting feature is rather poor, with very little scope for customization.

What recommendations would you give to someone considering this product?

The tool will definitely serve all the basic functions of an ITSM tool as well as inventory, but if you need detailed reports and automations, this might not be for you.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Efficient Service
  • Effective Service

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