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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?

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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

  • Role: C-Level
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Sep 2020

Easy to use, but a bit pricey

Likeliness to Recommend

7 /10

Pros

  • Reliable
  • Unique Features
  • Inspires Innovation
  • Altruistic

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