SolarWinds Service Desk Pricing, Features, Reviews & Comparison of Alternatives

SolarWinds Service Desk

IT Service Desk & Asset Management Software

4.59/5 (498 reviews)

SolarWinds Service Desk overview

What is SolarWinds Service Desk?

SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.

The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.

Pricing

Starting from
$19/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 4 other markets, Japan, Germany, Brazil, Mexico

Supported languages

English, Chinese (Simplified), Chinese (Traditional), French, German and 4 other languages, Japanese, Korean, Portuguese, Spanish
SolarWinds Service Desk screenshotSolarWinds Service Desk screenshotSolarWinds Service Desk screenshotSolarWinds Service Desk screenshot

SolarWinds Service Desk reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.6
  4.7
Patrick Breznak

Samanage is an easy to use solution that makes my life so much easier

Used daily for 2+ years
Reviewed 2018-08-30
Review Source: Capterra

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros
The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons
The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Dillon Klockars

Huge Upgrade

Used daily for 6-12 months
Reviewed 2019-12-04
Review Source: Capterra

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

Pros
I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.

Cons
We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Anonymous

Good Out-Of-Box product for small, scalable team

Used daily for 1-2 years
Reviewed 2018-10-10
Review Source: Capterra

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros
I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons
There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

Minimize review

Matthaniel Cowell

Great Product for Helpdesk, Task Management and Software Inventory

Used daily for 2+ years
Reviewed 2019-10-21
Review Source: Capterra

Pros
This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons
There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Brett Hallahan

Great Cloud Service with Many Features, Expensive for the Full Version

Used daily for less than 6 months
Reviewed 2019-10-01
Review Source: Capterra

Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.

Pros
Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.

Cons
Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

Minimize review

SolarWinds Service Desk pricing

Starting from
$19/month
Pricing options
Subscription
Free trial
View Pricing Plans

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

SolarWinds Service Desk features

API
Activity Dashboard
Activity Tracking
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Drag & Drop Interface
Monitoring
Permission Management
Real Time Data
Role-Based Permissions
Workflow Management

Access Control (154 other apps)
Alerts / Escalation (110 other apps)
Data Visualization (103 other apps)
Real Time Monitoring (128 other apps)
Reporting & Statistics (157 other apps)
Third Party Integration (208 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

GetApp Analysis

SolarWinds Service Desk is an an IT asset management and support software solution in one. SolarWinds Service Desk helps small and mid-sized businesses know exactly what hardware and software they have, while simultaneously delivering superior IT service tools to their internal users and customers including incident management, service catalogs, change and problem management and knowledge base management.

The software enables users to track and tag their entire IT infrastructure (IT assets) while supporting their customers at the same time. You can specify hardware statuses and assign them to specific users. You can track software across your entire network and monitor changes as they happen. You can also build best practices, resolve tickets and review incidents through customized reports.


What is SolarWinds Service Desk?

SolarWinds Service Desk doubles up as an IT asset management solution and support desk in one that integrates with over 200 cloud applications. SolarWinds Service Desk enables users to monitor asset health by recording the number of tickets raised against that particular asset. In this way, the helpdesk features and asset management capabilities work in conjunction with each other to deliver a robust, overall IT Service Management solution.

At the high level, the SaaS-based asset management feature provides a snapshot of your IT inventory. It provides an overview of risks, asset status changes, incidents and issues - tracking and gathering statistics related to your IT infrastructure. Agents on your SolarWinds Service Desk network can continuously report and receive status updates from the cloud-based servers.

Through SolarWinds Service Desk, users can detect asset-related risks such as virus threats (or absence of an anti-virus solution) and unauthorized usage. They can also identify the need for asset replacements or exchanges, and meet software compliance standards for IT auditing reports. Finally, you can use the system to add and assign new contracts to assets. In turn, this enables you to create purchase orders for new and recurring contracts.


Who is SolarWinds Service Desk For?

Companies that use SolarWinds Service Desk typically have anywhere between 100-3,000 employees. Smaller or less mature IT organizations generally find the service desk features more vital for their needs, while more sophisticated IT organizations, that are more likely to follow ITIL practices with larger inventories use the asset change and configuration management and audits for greater control over their IT infrastructure.


Main Features

The dashboard

The homepage is a dashboard that provides a snapshot view of your asset health. You can personalize widgets for your asset health based on your preferences. The horizontal global navigation menu is simple and enables you to perform important tasks related to maintenance of your IT asset health. You can track inventory, add and assign contracts, get a snapshot of risks for your IT inventory, monitor service desk ticket priority, and generate reports for your IT inventory using this menu.

Inventory overview and categorization

The system lifecycle begins with the asset being assigned a category and site. The assignations serve two purposes: they enable you to track assets belonging to particular categories and sites, and they also generate statistics and reports regarding your IT network. Reports can be customized, allowing you to filter and analyze data. By adding purchase order contracts you can track purchases and payments. You can also set up alerts for contract renewal.

QR Codes

One of the most interesting features of the asset management module for mobile devices are QR codes. The system automatically generates a QR code when you add an asset to the solution. The feature enables businesses to save on costs and provides mobile asset management capabilities. You simply take a snapshot of the QR code on your smartphone, this code can then be used during ticket management to provide service desk technicians with details of the asset.

Ticket creation and incident recording

You can associate assets with tickets and track statistics related to these tickets. In this way you can find out the amount of time it took to assign, resolve, and close the ticket. What’s more, you can also create service catalogs to automate processing for common tickets. Through this you can define processes for assignment of new assets. The system, in turn, will process the ticket based on pre-defined system processes and forward the ticket to appropriate stakeholders once a particular step is completed. You can also create incident tag clouds that enable you to categorize cloud-based incidents.


Integrations

Through Zapier, SolarWinds Service Desk offers integrations with more than 200 applications. Out-of-the-box integrations currently offered by SolarWinds Service Desk are: Google Apps (SSO and self-service portal), Zendesk, Okta, OneLogin, Citrix GoToAssist Remote Support, along with CA SiteMinder and CA CloudMinder.


Bottom Line

  • Automate several aspects of catalog management for your IT infrastructure
  • Multiple out-of-the-box integrations
  • IT asset management and support software solution in one
  • Designed with small and mid-sized businesses in mind
  • Generate statistics and reports related to your IT infrastructure

Videos and tutorials

Additional information for SolarWinds Service Desk

Key features of SolarWinds Service Desk

  • IT Asset Management
  • IT Contract Management
  • Software Asset Management
  • IT Service Management
  • IT Inventory Management
  • Cloud-based ITSM
  • IT Service Desk
  • IT Help Desk
  • Software License Management
  • Hardware Warranty Management
  • ITIL ready
  • Self Service Portal
  • Service Catalog
  • License Management
View All Features

Benefits

SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.