SolarWinds Service Desk

SolarWinds Service Desk

Software de central de serviços e gestão de ativos de TI

4.6/5 (477 avaliações)

Resumo do SolarWinds Service Desk

O Samanage permite que organizações modernas em todo o mundo ofereçam uma experiência de serviço superior aos funcionários. O software de gerenciamento de serviços de TI do Samanage acelera a eficiência e a visibilidade dos serviços solicitados e prestados em toda a organização, facilitando a otimização contínua dos processos e a maior produtividade. Com agilidade e capacidade de expansão sem precedentes, o Samanage oferece às organizações a capacidade de fornecer de forma rápida e consistente os serviços de que os funcionários precisam para realizar o trabalho.

Essa solução de gerenciamento de ativos e central de serviços totalmente integrada utiliza plataformas de SaaS (software como serviço)/multilocatário, permitindo que os prestadores de serviços internos otimizem a melhoria do processo e ganhem produtividade. A revolucionária interface do usuário oferece uma experiência incomparável e ativa a personalização sem código, permitindo que os clientes implantem totalmente uma solução robusta de gestão de serviços de TI (ITSM) em apenas alguns dias.

Preços

A partir de
N/A
Opções de preços
Avaliação gratuita
Assinatura
Relação qualidade/preço

Dispositivos

Porte da empresa

P
M
G

Mercados

Ásia, Austrália, Brasil, Canadá, China e outros 5, Europa, Alemanha, Japão, América Latina, México

Idiomas

Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão e outros 4, Japonês, Coreano, Português, Espanhol

SolarWinds Service Desk - Avaliações

Classificação geral
4.6/5
97% avaliações positivas
312
Excelente
149
Muito bom
15
Regular
0
Ruim
1
Péssimo
Jean-louis M.
Traduzir com Google

Enterprise Quality at a reasonable implementation cost.

Usado Diariamente durante Mais de um ano
Avaliado em 01/05/2018
Fonte da avaliação: SoftwareAdvice

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!

Vantagens

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.

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Ronald K.
Traduzir com Google

Great platform for asset management and trouble ticket

Usado Diariamente durante Mais de dois anos
Avaliado em 23/03/2017
Fonte da avaliação: Capterra

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.

Vantagens

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
James B.
Traduzir com Google

Outstanding!

Usado Diariamente durante 6 a 12 meses
Avaliado em 21/03/2017
Fonte da avaliação: Capterra

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!!!!!! :)

Vantagens

Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Scott J.
Traduzir com Google

Great little ITSM

Usado Diariamente durante Mais de dois anos
Avaliado em 07/11/2018
Fonte da avaliação: Capterra

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.

Vantagens

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

Desvantagens

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?

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

8.0/10
Avaliador Verificado
Traduzir com Google

Amazing internal and external customer service portal

Usado Diariamente durante Mais de um ano
Avaliado em 19/07/2018
Fonte da avaliação: Capterra

Asset management, asset auditing, help desk ticketing system.

Vantagens

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.

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

9.0/10
Recomendação do usuário
8.9/10
Com base em 477 avaliações
Compare as alternativas por recomendação dos usuários

Preço do SolarWinds Service Desk

A partir de
N/A
Opções de preços
Avaliação gratuita
Assinatura
Relação qualidade/preço
Relação qualidade/preço
4.5/5
Com base em 477 avaliações
Compare as alternativas por relação qualidade/preço

Recursos do SolarWinds Service Desk

  • API
  • Acompanhamento de atividades
  • Auditoria
  • Criação de relatórios personalizável
  • Dados em tempo real
  • Ferramentas de colaboração
  • Gestão do fluxo de trabalho
  • Importação/exportação de dados
  • Integração de aplicativos
  • Interface para arrastar e soltar
  • Monitoramento
  • Notificações automáticas
  • Painel de atividades
  • Relatórios em tempo real

  • Alertas/transferência
  • Controle do acesso
  • Integração de terceiros
  • Monitoramento em tempo real
  • Relatórios e estatística
  • Segurança de SSL
Recursos
4.4/5
Com base em 477 avaliações
Compare as alternativas por avaliações dos recursos

Perguntas frequentes sobre o SolarWinds Service Desk

Abaixo estão algumas perguntas frequentes sobre o SolarWinds Service Desk.

P: Que tipo de planos o SolarWinds Service Desk oferece?

O SolarWinds Service Desk oferece os seguintes planos de pagamento:

Modelo de preços: Assinatura

Avaliação gratuita: Disponível

P: Quais são os principais recursos do SolarWinds Service Desk?

Não temos informações sobre os recursos do SolarWinds Service Desk.

P: Quem costuma usar o SolarWinds Service Desk?

Os clientes habituais do SolarWinds Service Desk são:

Grandes empresas, Empresas de médio porte, Pequenas empresas

P: Em que idioma o SolarWinds Service Desk está?

O SolarWinds Service Desk está nos seguintes idiomas:

Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão, Japonês, Coreano, Português, Espanhol

P: Que tipo de planos o SolarWinds Service Desk oferece?

O SolarWinds Service Desk tem os seguintes planos de preços:

Assinatura

P: O SolarWinds Service Desk é compatível com disponíveis móveis?

O SolarWinds Service Desk é compatível com os seguintes dispositivos:

Android, iPhone

P: O SolarWinds Service Desk se integra com quais outros aplicativos?

O SolarWinds Service Desk se integra com os seguintes aplicativos:

ActiveCampaign, Cyfe, Help Desk Migration, Isora, Retently, Slack, Teamwork Projects, Wrike, Zendesk, Zendesk

P: Que nível de suporte o SolarWinds Service Desk oferece?

O SolarWinds Service Desk oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo