SolarWinds Service Desk Reviews

SolarWinds Service Desk is used for ITSM and network monitoring purposes.

The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored.

SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk.

Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.

SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities.

SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them.

SolarWinds Service Desk is an affordable product.

SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

The primary concern so far is the integration part because of the APIs; this is the main area of concern.

Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.

SolarWinds Service Desk was just implemented one month ago, and the entire platform is still being understood.

For any new product, there will be some glitches in the beginning and some issues, but otherwise, the product is functioning well. When encountering any new product, there will be some minor basics that might be forgotten, such as configuration or parameters, but this stage has been passed, and the product is functioning well currently.

SolarWinds Service Desk is currently found to be scalable.

A different team interacts with technical support from SolarWinds, and they handle the support interactions. Tickets can be raised with SolarWinds Service Desk support, and they are able to provide assistance. The specific data regarding support interactions is not available at this moment because it was not checked with team members.

Positive

SeciON is still being used, and Kaseya is no longer being used. A different product has replaced Kaseya, while SeciON remains in place.

The transition has just been completed, and many other things are being checked regarding the reporting and analytics part compared to Kaseya. An analysis of individual features of Kaseya versus SolarWinds Service Desk has not yet been completed.

SolarWinds Service Desk is being used both as a customer and as a partner, integrator, and reseller.

The product is also being sold to clients.

Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability, as we have replaced Kaseya Traverse with that. I recommend it to my customers.

We are now dealing with SolarWinds Service Desk also, in addition to SolarWinds Hybrid Cloud Observability.

Currently, in-house, we were using Kaseya Vorex, which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk, even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.

What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance.

SolarWinds Service Desk is a quite matured product now, making it one of the best options on the market.

The incident management feature is aligned to the ITIL framework.

The asset management feature is also a very thoughtful framework they have implemented. Right from onboarding an asset till scrapping it, the complete lifecycle is cleanly maintained within the system itself. All the approval chains, their logs, and even the contract information have been made very easy for the users to maintain.

The knowledge base feature is an out-of-the-box knowledge base, and additionally, we can integrate our own DMS. Machine learning is something that they have been following, and we can integrate an external DMS with that, which helps in searching SOPs and even the global knowledge base over the internet, allowing it to be searched within the same single window itself.

Change management in SolarWinds Service Desk is linked with the service catalog, and since it also has a service portal, a self-service portal for users, introducing a service catalog that's integrated with the change management actually completes the flow and makes life easier for IT administrators.

The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed.

The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.

I have been dealing with Hybrid Cloud Observability by SolarWinds for almost two years now.

The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.

The product has been stable overall, as I do not have many issues. We have been serving more than 50 clients now, and as of today, we have onboarded or migrated to the SolarWinds platform, and it is going well, meaning we are expanding further.

It is scalable, and being a managed service, we thought of scaling, so it has to be a scalable product in our case as well.

I have not experienced the technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.

Neutral

Before choosing SolarWinds Service Desk, my customers evaluated other options, as we had spent a lot of time with Kaseya Vorex. We were also exploring Datto, which is another company that they had acquired, but the response was very poor. For that reason, we then tried ServiceNow and Symphony, but we found that SolarWinds Service Desk is best suited to our business model as a managed service, which is why we moved ahead with that.

The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.

We have not experienced technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.

I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that.

It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents.

In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience.

On a scale of one to ten, I rate SolarWinds Service Desk a nine.

We use SolarWinds Service Desk to manage daily incidents and requests from users to the IT team. The users log their tickets using the solution and it is forwarded directly to the IT team or by email.  

Before SolarWinds Service Desk was deployed, we had a lot of complaints from users that their requests to the IT team were not getting received or they were not responding back for days and sometimes the request would get replaced or the IT claimed they did not get those requests. After deploying SolarWinds Service Desk, we had a Service Desk admin that managed the Service Desk, so every single request would get started with an SLE and also assigned specific support personnel in the IT team. Now all requests and incidents that are reported are attended to quickly, with very little to no downtime. The solution also increased the productivity of most of our employees because their requests were met quickly.

The automation, incident, and request management feature are the most valuable.

The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier. The add-on allowed us to integrate with Jira Cloud Service,  but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.

I have been using the solution for two years.

The solution is very stable. 

SolarWinds Service Desk is extremely scalable. We currently have close to 800 users with about 40 technical people as well as support agents that work on the tickets or requests from those users.

The technical support is very responsive and they don't stop troubleshooting until they have resolved the issue.

Positive

We previously used ServiceNow, but that proved to be costly, so we transitioned to SolarWinds Service Desk.

For a technical person with experience in Service Desk Management that understands the requirements, the initial setup is straightforward 

The implementation was completed in-house.

In terms of user and employee, productivity-increasing translates to more profit for the company.

I give the solution a nine out of ten.

We do not have plans to continue using the solution in the future. Once our current deployment of Jira Service management is complete, we intend to migrate all our users and agents to Jira Service Management.

There are some features that we might need in a Service Desk tool that SolarWinds does not have, but it's very robust. The solution has asset management and quite a number of features that we can implement, but we need to understand our core requirements, before deploying SolarWinds Service Desk because it does have some shortcomings.