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.

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.

Great Solution

Puntos a favor:

Easy to use and configure. automated inventory system and great help desk ticketing service

Contras:

limited integration options and support can be quicker.

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.

Nice product for daily IT use

Comentarios: Overall, it's a great software that is well made and enables you to customize it easily even without coding. every company will love working with that.

Puntos a favor:

I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the received requests.

Contras:

The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.

Solarwinds - Good tool for Monitoring

Puntos a favor:

We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy.

Contras:

Mostly, I don't see any flaws in this tool.

SolarWinds Service Desk is worth it!

Comentarios: Everyday use is a breeze and never a chore.

Puntos a favor:

When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better.

Contras:

Although there is no such thing as perfect tech, SolarWinds gets pretty close.

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

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Ideal tool for service desk management

Comentarios: *Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.

Puntos a favor:

Network Monitoring and Reporting / analytics re two feature mostly used in our organization. This tool also helped me log into employees desktop and understand step by step to resolve any particular issue. Provides way better workflow process and I am sure It may get way bigger.

Contras:

Reports could be managed in a better format or structure because there is so much you can do with reports.

Good Software

Puntos a favor:

The ease of use, it's very easy and it is useful, fast and with no problems.

Contras:

The interface is not so good but fair enough to understand

Solarwinds servicedesk helps you service the customers

Comentarios: Very happy!

Puntos a favor:

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Contras:

In fact it's easy to use bit the price is a little it higher then some other tools.

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?