SolarWinds Service Desk

What do you like best?

What I like the most is the ability to customize permissions for users, as well as the ability to implement process checkpoints where it can be programmed to ask a defined user if they approve via email. Also, I like the ease of creation of users. Is this something that can be synchronized with an active directory, or does it always need to be created manually?

What do you dislike?

Price per paid user. I find myself debating if the cost per user is worth it, but so far, it hasn't been a dealbreaker. Also, I wouldn't say I like the mobile application. There could be an excellent way to tie assets in the discovery to users within the system. Also, the discovery feature isn't as great as competitors who offer more granularity in their products, such as Lansweeper, which we have switched to based on price per asset. They can also reach out and check network devices based on SNMP baked into their $1 per asset price.

Recommendations to others considering the product:

I recommend it if you can foot the bill. I would also recommend this if you are in an IT environment where you are getting requests in an inbox.

What problems are you solving with the product? What benefits have you realized?

Smoothing workflow amongst other depts other than just IT has helped our Mailroom a lot by automating most of their workflow and creating a single point of contact for them to deal with. Our IT workflow has also increased. Do you have any tips on process that we could use that other IT firms use in their environment? Or even some templates that are commonly used that we could implement into our environment?