I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that. It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents. In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience. On a scale of one to ten, I rate SolarWinds Service Desk a nine.
L3 Technical Support Engineer at SV Gaming Limited
Real User
Nov 29, 2022
I give the solution a nine out of ten. We do not have plans to continue using the solution in the future. Once our current deployment of Jira Service management is complete, we intend to migrate all our users and agents to Jira Service Management. There are some features that we might need in a Service Desk tool that SolarWinds does not have, but it's very robust. The solution has asset management and quite a number of features that we can implement, but we need to understand our core requirements, before deploying SolarWinds Service Desk because it does have some shortcomings.
Incident management consolidates, manages, and prioritizes incoming tickets.
Service catalog standardizes service request and fulfillment processes.
Fully integrated IT asset management compiles hardware, software, POs, and more.
Service portal for users to have a single place to submit tickets and requests.
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that. It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents. In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience. On a scale of one to ten, I rate SolarWinds Service Desk a nine.
I give the solution a nine out of ten. We do not have plans to continue using the solution in the future. Once our current deployment of Jira Service management is complete, we intend to migrate all our users and agents to Jira Service Management. There are some features that we might need in a Service Desk tool that SolarWinds does not have, but it's very robust. The solution has asset management and quite a number of features that we can implement, but we need to understand our core requirements, before deploying SolarWinds Service Desk because it does have some shortcomings.