SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.
The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.
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!
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.
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.
The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.
The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.
As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.
To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)
It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.
The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.
The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.
Probably the most impressive portion of the system is that part that most users will never see: The asset management system.
Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.
My reason for not giving 5 stars across the board:
The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.
The "Sand Box" approach.
Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.
Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.
It's getting better, but the agents do not always refresh as quickly as I would like.
We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)
Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.
It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.
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.
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
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?
Asset management, asset auditing, help desk ticketing system.
Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.
The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)
Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.
It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.
Contact SolarWinds to request a price quote.
SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.
SolarWinds Service Desk is an an IT asset management and support software solution in one. SolarWinds Service Desk helps small and mid-sized businesses know exactly what hardware and software they have, while simultaneously delivering superior IT service tools to their internal users and customers including incident management, service catalogs, change and problem management and knowledge base management.
The software enables users to track and tag their entire IT infrastructure (IT assets) while supporting their customers at the same time. You can specify hardware statuses and assign them to specific users. You can track software across your entire network and monitor changes as they happen. You can also build best practices, resolve tickets and review incidents through customized reports.
SolarWinds Service Desk doubles up as an IT asset management solution and support desk in one that integrates with over 200 cloud applications. SolarWinds Service Desk enables users to monitor asset health by recording the number of tickets raised against that particular asset. In this way, the helpdesk features and asset management capabilities work in conjunction with each other to deliver a robust, overall IT Service Management solution.
At the high level, the SaaS-based asset management feature provides a snapshot of your IT inventory. It provides an overview of risks, asset status changes, incidents and issues - tracking and gathering statistics related to your IT infrastructure. Agents on your SolarWinds Service Desk network can continuously report and receive status updates from the cloud-based servers.
Through SolarWinds Service Desk, users can detect asset-related risks such as virus threats (or absence of an anti-virus solution) and unauthorized usage. They can also identify the need for asset replacements or exchanges, and meet software compliance standards for IT auditing reports. Finally, you can use the system to add and assign new contracts to assets. In turn, this enables you to create purchase orders for new and recurring contracts.
The homepage is a dashboard that provides a snapshot view of your asset health. You can personalize widgets for your asset health based on your preferences. The horizontal global navigation menu is simple and enables you to perform important tasks related to maintenance of your IT asset health. You can track inventory, add and assign contracts, get a snapshot of risks for your IT inventory, monitor service desk ticket priority, and generate reports for your IT inventory using this menu.
The system lifecycle begins with the asset being assigned a category and site. The assignations serve two purposes: they enable you to track assets belonging to particular categories and sites, and they also generate statistics and reports regarding your IT network. Reports can be customized, allowing you to filter and analyze data. By adding purchase order contracts you can track purchases and payments. You can also set up alerts for contract renewal.
One of the most interesting features of the asset management module for mobile devices are QR codes. The system automatically generates a QR code when you add an asset to the solution. The feature enables businesses to save on costs and provides mobile asset management capabilities. You simply take a snapshot of the QR code on your smartphone, this code can then be used during ticket management to provide service desk technicians with details of the asset.
You can associate assets with tickets and track statistics related to these tickets. In this way you can find out the amount of time it took to assign, resolve, and close the ticket. What’s more, you can also create service catalogs to automate processing for common tickets. Through this you can define processes for assignment of new assets. The system, in turn, will process the ticket based on pre-defined system processes and forward the ticket to appropriate stakeholders once a particular step is completed. You can also create incident tag clouds that enable you to categorize cloud-based incidents.
Through Zapier, SolarWinds Service Desk offers integrations with more than 200 applications. Out-of-the-box integrations currently offered by SolarWinds Service Desk are: Google Apps (SSO and self-service portal), Zendesk, Okta, OneLogin, Citrix GoToAssist Remote Support, along with CA SiteMinder and CA CloudMinder.
Below are some frequently asked questions for SolarWinds Service Desk.
SolarWinds Service Desk offers the following pricing plans:
Pricing model: Subscription
Free Trial: Available
Contact SolarWinds to request a price quote.
SolarWinds Service Desk offers the following features:
SolarWinds Service Desk has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
SolarWinds Service Desk supports the following languages:
Chinese (Simplified), Chinese (Traditional), English, French, German, Japanese, Korean, Portuguese, Spanish
SolarWinds Service Desk has the following pricing plans:
SolarWinds Service Desk supports the following devices:
SolarWinds Service Desk integrates with the following applications:
ActiveCampaign, Cyfe, Help Desk Migration, Isora, Retently, Slack, Teamwork Projects, Wrike, Zendesk, Zendesk
SolarWinds Service Desk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials