SolarWinds Service Desk
SolarWindsReviews from AWS customer
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A year in and going strong
What do you like best about the product?
The Samanage interface is clean and simple. SaaS based functions mean that when I update a status item that it is updated right away. For service management, there are some handy features such as the ability to leave private comments, or to direct incoming requests based on content/ keywords, or to gather customer feedback in a way that makes it simple to review or query.
What do you dislike about the product?
When it comes to extending the functionality or adding new features, it can be difficult to truly know when something is coming. Case-in-point: we had heard that certain automation features were coming as of a date certain. On said date, our account manager said it was delayed and could be up to a six month wait. Two days later the feature was delivered without fanfare.
What problems is the product solving and how is that benefiting you?
We have a single system for all of our service and asset management. The two functions are largely separate, but they are accomplished within the same system so we don't have to maintain two lists of our users. While integration with 3rd party products isn't what I would call a strong suit, we are getting some of the essential integrations accomplished (with some heavy lifting on the front end. ) We benefit from having ITIL-formatted functions in a single view (Incidents, Problems, Changes, Releases, Solutions, etc.)
Recommendations to others considering the product:
Do your homework. We compared several solutions but went with Samanage based on everything that we reviewed. If the solution has what you need out of the box, great. If you need customization, it could be a tougher decision.
All that, and a bag of chips
What do you like best about the product?
I enjoy that Samanage is easy to use, and very intuitive. It is set easy to set up and can be used almost straight out of the box. The program has a wide range of features that are customizable to any organizations needs.
What do you dislike about the product?
I feel like there are too much customizing needed to be done before implementation of the product. Other than that, I really like the product.
What problems is the product solving and how is that benefiting you?
We had a big issue with our old inventory system, it used to be an excel sheet that was too long for its own good. Using the Samanage Inventory piece, we now know what programs our users are using, and the serial numbers of the computers, and everything that is connected to the computer. This is a huge benefit because it helps make sure that everything is inventoried and accounted for.
Recommendations to others considering the product:
I would highly recommend this product
Growing in their offerings and ability to deliver
What do you like best about the product?
Originally, it was the price and non-profit discount, along with the ease of trying it out. We were just getting started in service management and thought it might help us do it right
What do you dislike about the product?
Either our understanding of service management, or their implementation is making it hard for us to actually get value out of the product
What problems is the product solving and how is that benefiting you?
We've started doing better with our inventory and our purchasing.
Recommendations to others considering the product:
It's hard, but once you're committed, it's hard to change vendors. See if you can try a couple of contenders before committing.
Great Basic Helpdesk Software but lacks automation
What do you like best about the product?
Samanage is one of the easiest to configure products I have seen. Gui is easy to navigate and administer
What do you dislike about the product?
Their lack of detailed reporting and automation workflows hampers the report gathering ability and workflow.
What problems is the product solving and how is that benefiting you?
Samanage helps us track inventory and help desk incidents for our internal users.
Recommendations to others considering the product:
Good basic product. will develop in time
I feel Samanage is easy to use.
What do you like best about the product?
I like the Single-Sign-on app and the Samanage interface
What do you dislike about the product?
It all works pretty well. I have no dislikes yet. We will see once we go live
What problems is the product solving and how is that benefiting you?
Lots of Password reset tickets
Great workflow but poor reporting
What do you like best about the product?
Workflow of the product is great. Customer support is easy to work with. Implementation was smooth.
What do you dislike about the product?
Reporting is not as advanced as it should be. Takes a long time to get to reports we need.
What problems is the product solving and how is that benefiting you?
Less time to create/resolve tickets because of ease of use.
Samanage is great!
What do you like best about the product?
I like the consolidation of our tickets across multiple clients. It's very easy to keep track of all of our sites.
What do you dislike about the product?
It would be nice if when a new ticket came in if samanage gave a notification sound (or an option to do so). It would also be nice if maybe samanage implemented an auto refresh option after a certain amount of time so a manual refresh of the page would not be necessary. This would allow us to view tickets as they were coming in without manual refresh.
What problems is the product solving and how is that benefiting you?
The consolidation is awesome! All of our clients tickets come to one page! That means so much to me being an IT Help Desk Technician. I also love the filter setting if I need to revisit tickets according to whatever parameters I choose.
Samanage, first year
What do you like best about the product?
Web interface is a simple, clean design, makes for easy navigation.
What do you dislike about the product?
Interface has an issue with IOS. Not retro working for older systems. Barely readable i pre- IOS9 devices. Mobile app needs more development on the interface side.
What problems is the product solving and how is that benefiting you?
Numbers for immeasurable values are very important for reporting. It helps the numbers folks think they are measuring something.
Recommendations to others considering the product:
Try a demo first.
Supporting through Samanage
What do you like best about the product?
The thing i like the best, is that it gives a good overview on problems different users have.
It is also designed pretty intuitive, so it is easy to start using.
It is also designed pretty intuitive, so it is easy to start using.
What do you dislike about the product?
The deployment is a bit annoying, since you cannot download the agent from a portal user.
What problems is the product solving and how is that benefiting you?
Im solving on site problems with the help of Samanage, through a service desk ticket system.
Recommendations to others considering the product:
Samange is a good addition for the IT-supporter and it gives a good overview of the incidents (Both small and large) of the users.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
Work management that is readily configurable
What do you like best about the product?
Very easy workflow builds. Samanage has a very good, economically effective pricing model as well. My team likes the cloud-based solution
What do you dislike about the product?
It's not as intuitive to an end user who is not knowledgeable of ITIL concepts. Lots of categorization needs understood.
What problems is the product solving and how is that benefiting you?
We have had many issues with really comprehending where our IT budget was being spent -this gives us the ability to have visibility.
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