Recensioni su SolarWinds Service Desk

It is simple to implement, administer, and update

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

It's like I have a personal IT Team standing by...

Commenti: It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs.

Aspetti positivi:

The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help.

Aspetti negativi:

Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds.

On-Premise product thatrequires some hefty configuration

Commenti: 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.

Aspetti positivi:

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Aspetti negativi:

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.

The tool is fantastic for managing incidents

Commenti: For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.

Aspetti positivi:

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Aspetti negativi:

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Hossam's SolarWinds Service Desk Review

Commenti: My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Aspetti positivi:

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.

Aspetti negativi:

The least i like about it is its cost in relative to other ticketing systems in the market.

Excellent ITSM tool

Commenti: Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Aspetti positivi:

Ease of use and customisation. Customer services

Aspetti negativi:

Reporting is limited. Even customisation in reporting is limited

Practically Perfect in Every Way

Aspetti positivi:

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

Aspetti negativi:

I haven't really found anything I dislike. Our previous solution was that bad.

IT helpdesk

Commenti: It's a userfriendly tool with minor problems.

Aspetti positivi:

I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations.

Aspetti negativi:

When answering to the helpdesk, my comments weren't registered.

Help Desk platform

Aspetti positivi:

Easy way to report ptoblems to our IT team using the standard form of the software.

Aspetti negativi:

Only the initial know how to use of the software, after that its quite simple.

Enterprise Quality at a reasonable implementation cost.

Commenti: Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Aspetti positivi:

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Aspetti negativi:

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

Commenti: We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Aspetti positivi:

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis. 2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance. 3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status. 4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier. 5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided. 6. It is also cloud-based, allowing users to join in from anywhere and give help.

Aspetti negativi:

1. The user interface could definitely benefit from some enhancements to make it easier to navigate. 2. The Search functionality is not properly optimized and frequently produces irrelevant results. 3. To create more user-friendly reports, the reporting may be upgraded with a much better UI. 4. The notification system may be improved to allow desktop pop-ups. 5. The mobile app frequently hangs.

A Great product with even greater potential

Commenti: Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

Aspetti positivi:

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Aspetti negativi:

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

Strong service desk software with a lot of potential

Commenti: Benefits:
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com Problems:
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow. While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.

Samanage simplified and expanded the feature set of our current Incident Management System

Commenti: Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers. The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so. We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems. Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active. Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software.

my review 16

Commenti: In summary, SolarWinds Service Desk is a great tool for managing IT operations, but it comes with a high price tag and a steep learning curve. It may not be the best fit for small businesses or those with limited IT resources. However, for larger organizations or those that need a robust and feature-rich ITSM solution, it can be an excellent choice.

Aspetti positivi:

Remote Access/Control feature allows technicians to remotely access and control end-user devices to resolve issues quickly and efficiently.Real-time notifications keep technicians informed of new tickets, updates, and other important events in real-time.Ticket management system is well-organized and easy to use, making it simple to track and manage all service requests, incidents, and problems.Alerts/Notifications feature enables administrators to set up alerts and notifications to be triggered by specific events or conditions.Access Controls/Permissions allows administrators to set up different levels of access and permissions for different users and groups.Dashboard provides a real-time overview of the service desk's performance and key metrics.SLA Management feature allows administrators to set up and track service level agreements (SLAs) with customers.Compliance management feature helps organizations meet compliance requirements by tracking and reporting on IT assets and configurations.

Aspetti negativi:

High cost of the software.Steep learning curve, it can take some time to master all the features and functionality.Some customers report technical issues with the software and support.Limited customization options

A Great Replacement for Our In House Service Desk!

Commenti: We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.

Aspetti positivi:

We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up. There are also improvements made to the platform all the time. The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.

Aspetti negativi:

Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning. The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization. Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.

Great Service desk tool

Commenti: Well, it was a good value for money.

Aspetti positivi:

It is easy to use and implement, manage and upgrade.

Aspetti negativi:

Well, customer service was not easy to reach

Great to small to midsize companies

Commenti: It's been good. There are times where I ask about something or inquire about a function and the response isn't the greatest

Aspetti positivi:

Being able to make it our own and implement company language(Categories, Incidents, Group Naming, Tasks)

Aspetti negativi:

Customer Support generally wants you to exhaust all means necessary in your own troubleshooting before they actually are of any help.

Expandable as you need it

Commenti: This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

Aspetti positivi:

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Aspetti negativi:

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

Easy to learn and use

Commenti: Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

Aspetti positivi:

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Aspetti negativi:

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

Better than other products but needs some TLC

Aspetti positivi:

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Aspetti negativi:

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

A solid ticket management web app

Commenti: We are getting much more accurate reports for identifying trends in end-user troubles. We have improved incident tracking and overall customer satisfaction.

Aspetti positivi:

I really appreciate the ability to organize columns in my ticket queue according to my preferences. This has greatly improved my ability to review a very active ticket queue and quickly assess what needs immediate attention.

Aspetti negativi:

I lose a lot of time waiting for ticket category suggestions to populate. When the suggestion pops up, it moves it from its normal place in the list of categories. By the time this happens, I could have selected the correct category and moved on already.

Experience with MS Teams (Pending)

Commenti: Overall experience is amazing & I am loving this application.

Aspetti positivi:

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb. We can easily find any required data using this app if it is available in its database & if it is configured.

Aspetti negativi:

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

Samanage - A seriously good help desk solution

Commenti: Very good. 5/5 experience, overall the software works exactly as advertised.

Aspetti positivi:

The features work as advertised. We have used Dell Kace in the past and dumped it because of a lack of features; we switched to InvGate. InvGate was a really poor experience, and though it had a lot of features nothing operated properly and support was slow. Samanage has been the total opposite, when we run into an outage it is very quickly resolved and chat support is very responsive.

Aspetti negativi:

Improvements could definitely be made on the built-in reporting side of things; especially when it comes to computer inventory.