SolarWinds Service Desk is a cloud-based service management solution built to streamline the way you provide support and deliver services to your organization. Whether you have a small IT operation with basic IT ticketing needs or a large enterprise with a complex IT infrastructure and mature processes, SolarWinds Service Desk is designed to meet your current needs with the flexibility to scale and support your future business requirements.
Incident management consolidates, manages, and prioritises incoming tickets.Screenshot
Service catalogue standardises service request and fulfilment processes
Fully integrated IT asset management compiles hardware, software, POs, and moreScreenshot
Service portal for users to have a single place to submit tickets and requestsScreenshot
Cloud Based. No need for hardware
Auto links to common Apps & Software (i.e. Teamviewer etc)
A single platform for service management, IT asset management, configuration management, and much more.
ITIL-ready service desk complete with Incident, Problem, Change, and Release Management capabilities.
Advanced reporting modules to analyse trends, monitor service quality, and continuously improve service management processes.
Enhance agent and employee productivity with native artificial intelligence (AI) and machine learning technologies.
Manage your organization’s processes, automate repetitive tasks, and drive greater service efficiency with robust automation and workflow engines.
Drive agent productivity with a user experience designed based on research and analysis of how agents actually work.
Give your employees the flexibility to submit tickets and make requests via email, phone, walk-ups, or a customizable service portal.
Manage and measure your Service Level Agreements (SLAs) and Customer Satisfaction (CSAT), highlighting opportunities to improve the overall employee experience.
Scale the SolarWinds Service Desk across personnel, sites, and departments to provide consistent standards of employee service throughout your organization.
Experience scalability and industry leading 99.999% system uptime with SolarWinds Service Desk, which leverages the power of Amazon Web Services (AWS) data centres.
Implement the application in a matter of days or weeks with intuitive setup options, and 100% configurable (no-code) changes to meet your business needs.
Skip the costly and time-consuming upgrade cycles. Our multi-tenant, cloud-based architecture allows continuous deployment of new and enhanced functionality, meaning you are on the latest and greatest version.
PinkVERIFY™ Certified ITIL-Ready Service Desk: Complete with Incident, Problem, Change, and Release Management modules, SolarWinds Service Desk has configurable page layouts to support your organization’s unique service management processes.
Employee Service Portal: Customize the service experience for employees when submitting tickets and requests by giving them access to knowledge base resources and the ability to view company wide announcements.
Service Level Management: Provide transparency and meet the expectations of your organization by building your SLA policies directly into your service desk, including auto-escalation rules.
Knowledge Management: Reduce resolution times and increase case deflections by offering your employees access to a knowledge base of articles.
Agent Mobile App: Access core service desk functionality directly on your Android or iOS devices from wherever you may be.
Integrations: With hundreds of out-of-the-box integrations and an open REST API, your service desk has the ability to plug into business workflows across the systems supporting your organization.
Request Management and Service Catalog: Formalize the services you provide by building dynamic submission forms accompanied by a workflow engine that can help to streamline the fulfilment processes.
Artificial Intelligence (AI): Increase the efficiency of your service desk by utilizing out-of-the-box AI technology.
Get tickets to the right teams quickly through AI guided ticket routing.
Reduce resolution times by suggesting applicable knowledge articles for inbound tickets.
Deflect ticket creation with an AI guided Service Portal experience, driving employees to the most applicable resources and answers.
Process Automation: Reduce the manual processes that can cause bottlenecks in your service delivery by building custom automation rules to route, assign, prioritize, and categorize your inbound tickets.
Dashboards: Get a real-time snapshot of your service desk KPIs through the set of easily configurable widgets.
Reports: Visualize your service desk data to analyse trends, view agent performance metrics, and gather the insights needed to make future decisions through dozens of out-of-the-box and customizable reports, including trend reports, incident throughput, CSAT scores, and SLA breaches.
Expanding Beyond IT: Build a one-stop shop for the services provided by the various departments in your organization. The department-specific layouts can extend your service desk to Human Resources, Facilities, Shared Services, Procurement/Finance, Legal, and other departments providing services to employees.
Inter-Departmental Workflows: Collaborate across departments to help remove barriers that slow down service delivery by utilizing the service catalog to automate tasks and approvals, while reducing fulfilment times on complex inter-departmental services.
Utilize SolarWinds Discovery to consolidate a complete and accurate database of hardware and software assets directly within your service desk.
IT Asset Management: Collect full asset lifecycle management and audit history of your devices, view your complete inventory, receive automatic risk notifications helping you to address potential impacts to your devices, and run software compliance reports to avoid costly true-up fees.
Configuration Management: Keep your SolarWinds Configuration Management Database (CMDB) fully updated, so that you can quickly diagnose and resolve issues, while reducing impacts when changes are made to your infrastructure.
Procurement Management: Align your assets with native contract, purchase order, and vendor management capabilities.
We are serious about your success. From live support and community engagement to a dedicated success rep, you will never be totally on your own. The SolarWinds Service Desk team and community members will oversee and help you coordinate your implementation and on-boarding procedures.
|Dedicated Service Sucess Representative|
We empower service desks big and small through agile, scalable, and automated service management solutions. Service Desk gives users the ability to submit tickets in multiple ways, allowing you to monitor escalations, manage tasks, track and measure successes, and unite your end users under one solution.
|Real-Time Agent Feedback|
|Advanced Collaboration Tools|
|People Shared Services Ready|
|Advanced Approval Workflows|
|Service Level Agreement (SLA) / Business Hours|
|Service Portal Tasks and Approvals|
We make it easy to control your technology landscape. From the number of tickets to any relevant devices and documentation, through user-friendly and reliable IT asset management solutions that ensure software compliance and heighten security, while minimizing costs.
|Map / Geographic Location|
|QR / Bar Codes|
|Purchase Order (PO) Management|
We give you transparency into your assets and the relationships and interdependencies between them. Service Desk gives you a data warehouse for IT installations that is critical in achieving IT governance, risk management, and service delivery objectives.
|CI / Relationship|
|Discovery / Mapping|
Convenience is key to user adoption across your organization, which is why the details are most important to our solution. With access to Service Desk at your fingertips through the mobile application to over 200 integrations, Service Desk can be customized to meet your specific needs.
|Reporting & Dashboards|
|Data Import / Export|
|Customise Incident Lifecycle|
|Customise Fields / Form|
|Offline Data Backup|
|Customise Email Templates|
As your organization scales, the needs of your team members will evolve. We provide you with multiple options for bringing users into your Service Desk platform and give you the opportunity to customize their access and approval levels.
We give you the options to ensure that your information is protected through necessary security measures that allow you to create a backlog of data and always have that information on hand when it's needed the most.
|EU-US Privacy Shield|
|Single Sign On (SSO)|
|Loggin & Email Audits|
How does the free trial work?
When you sign up for a free, 30-day trial you get unlimited access to the professional package and can evaluate Service Desk in your organization. At the end of the trial you can subscribe to any package that fits your needs and select the number of agents and devices you need to support.
Can I trial Service Desk and Asset Management together?
The trial includes full, unlimited, unrestricted access to both solutions.
What happens after the trial ends?
You can upgrade to a paid subscription for Service Management and/or Asset Management. If you chose to upgrade, all information and data from the trial will remain in your account; if you do not upgrade your account will be disabled at the end of the trial.
How can I buy your software?
Please contact a sales representative by contacting us at email@example.com or call us at +44 8450 646566.
How long are your contracts? Can I change plans?
A typical Service Desk contract is annual. You can upgrade a plan at any time. Contact your account representative, firstname.lastname@example.org, or call +44 8450 646566. for more details.
Can I buy features a la carte?
For each plan you can purchase either SolarWinds Service Desk or IT Asset Management together or separately. If you purchase one you can add another at any point in time.
What discounts are available?
Service Desk offers discounts for large orders, academic institutions, government and other non-profit organizations. Contact email@example.com with your inquiry for a customized price offer.
What's an agent?
An agent is any individual in the company who: owns an incident, fulfills a service request, defines SLAs, documents problems, tracks and manages hardware devices, among many other related tasks.
What's a device?
You can use SolarWinds IT Asset Management to track any kind of asset, and the SolarWinds CMDB to manage configuration items. For example: computers, network devices, software, non-technical assets, and more. However, only devices that have an IP address incur a fee. Assets that do not have an IP address (such as furniture) could be imported and maintained through the Asset Management solution at no additional cost.
Does Service Desk integrate with other applications & systems?
Service Desk allows you to import, merge, and integrate data and resources from a number of channels including:
Web-based apps: Google Apps, Salesforce.com, Zendesk, Chatter, OneLogin, and Okta
API: create applications, integrate data and interface between your business systems and your Service Desk account. Learn more.
Security integrations: SAML, Google SSO
Simple sync between apps using Zapier
Easy data import using csv files.
Will my data be private and safe?
From restricting physical access to our datacentre to the security of the service layer itself, Service Desk takes as many security measures as necessary to ensure that your information is protected. This includes the selection of data centres — you decide on either the US or EU data centre.
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.