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.
L3 Technical Support Engineer at SV Gaming Limited
Real User
2022-11-29T22:23:40Z
Nov 29, 2022
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.
IT Service Management (ITSM) provides a framework for delivering information technology services, addressing business needs efficiently. It encompasses best practices for managing and optimizing IT operations.ITSM focuses on aligning IT services with business objectives, ensuring service quality and efficiency. It integrates processes like incident management, change control, and service request fulfillment. Popular platforms include ServiceNow, BMC Helix, and Cherwell, which offer tailored...
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.
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.