SolarWinds Service Desk

Me gusto su intefraz

Puntos a favor:

Cuenta con una interfaz muy bella a simple vista, es un aplicativo muy completo y facil de utilizar.

Contras:

No vi ninfun problema tener en cuenta que esta diseñado estrictamente para el departamento de IT

Economico

Puntos a favor:

Es una herramienta muy economica para todas las prestaciones que ofrece.

Contras:

Teniendo en cuenta que sus informes no son tan exactos podria mejorar.

Esplendido

Puntos a favor:

Este programa es muy completo se ajusto a mis requerimientos.

Contras:

Tiene una que otra falla pero es facil de solucionar no me quejo en realidad.

The tool is fantastic for managing incidents

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

An excellent tool for service management

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

A review of solarwinds

Comentarios: It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.

Puntos a favor:

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Contras:

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

It is simple to implement, administer, and update

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Hossam's SolarWinds Service Desk Review

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

Puntos a favor:

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.

Contras:

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

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

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Handling IT Issues Easily

Puntos a favor:

From asset tracking to IT management, this tool has all we need The deployment process is quite straightforward and the customer support is amazing.

Contras:

Quite helpful and no worthy complaints to list.

Best and reliable Service Desk for all problem’s related to Solarwinds

Comentarios: So far, i have had a great time using Solarwinds products especially Service Desk..

Puntos a favor:

Super reliable and efficient in all ways

Contras:

Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products

Good tool for management

Puntos a favor:

I like the simplicity to use Solarwinds all day

Contras:

A lot of tools to i dont know how its working

Free Trial for 60 Days

Puntos a favor:

The platform was visually appealing and the setup seemed rather easy to become accustomed to.

Contras:

We were unable to come to a monetary agreement and went with another ITSM.

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

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

Puntos a favor:

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.

Contras:

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

Great product for all sized organizations.

Puntos a favor:

Easy to deploy and customize. Love the easy of it's management.

Contras:

Nothing major I can think of. Cost is a little at the higher end.

IT helpdesk

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

Puntos a favor:

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.

Contras:

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

Improve services with SolarWinds Service Desk

Comentarios: Overall experience is good, reliable and fast, will be suggesting to other users also.

Puntos a favor:

I most liked about this software is service automation and real time update feature which is great.

Contras:

Least like about this software is the proper guide is required to understand it's all service desk features, all other are good.

Good Product for ITIL Best practices

Comentarios: I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.

Puntos a favor:

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature

Contras:

Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed.

Experience with MS Teams (Pending)

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

Puntos a favor:

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.

Contras:

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.

Wish it was my daily driver...

Comentarios: Overall I enjoyed using this a great deal and wish we could move over to this from our current helpdesk solution. The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down very...VERY often. This seems like the bar is set pretty low for SolarWinds to succeed, but I'd like to give credit where it's due. Web-based solutions for programs is truly the future in my opinion and SolarWinds is right inline with that. You can basically do everything from the web browser which means less for us to set up or maintain (and doesn't bug you about program updates all the time). I mean it when I say I'd love to move to SolarWinds.

Puntos a favor:

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before. Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

Contras:

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

Enterprise Quality at a reasonable implementation cost.

Comentarios: 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!

Puntos a favor:

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.

Contras:

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.

Nice UI, Awesome Customer Service, Fast evolution

Comentarios: For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process. Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system. The inventory management is great in details and features. Some Improvement Opportunities
So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem. The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install. There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there. Pros
An awesome customer service and support. Great asset management. Good set of reports and dashboard capability. SLA are great at the level we use it, you can specify different targets and actions. Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great! Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed. I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product!

Easy to use service desk, with many great features

Puntos a favor:

I like the amount of information that the agent gathers and reports back to the service desk. Having an abundance of information at my hands makes my job infinitely easier.

Contras:

Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies.

Tremendous product that drives efficiency, quality, and customer satisfaction

Comentarios: I've had a great experience with SW SD. As a developer the ability to create workflows and use the API has made this tool indispensable. It is also extremely helpful when trying to track down a problem that may have occurred in the past or is similar to something we're currently dealing with.

Puntos a favor:

I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).

Contras:

I have very few complaints. I wish the list of "filters" wouldn't show the most commonly used at the top or would at least leave those items that are commonly used also further down in the list. I feel like I'm always searching for the items I want in the list because they're not in the same place if I recently used them! Outside of that I wish there was a ticket prioritization feature (or even project management-related features).

Great little ITSM

Comentarios: They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

Puntos a favor:

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Contras:

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?