SolarWinds® ITSM Service Desk
by IT service management software solutions
Simplify help desk, IT asset management and end-user support
$3.60/year
SolarWinds® Service Desk is a modern, cloud-based AI-powered IT service management (ITSM) platform that maximizes agent and employee productivity with advanced intelligence and automation capabilities. It accelerates issue resolution, ensures SLAs, and delivers lightning-fast time to value while adhering to ITIL best practices. It streamlines the way you provide support and offer services to your organization. Whether you have a small IT operation with basic IT ticketing needs or a large enterprise with complex IT infrastructure and mature processes, it is designed to meet your current needs with the flexibility to scale and support your future business requirements.
Top Features
Service request management
This ITSM practice is focused on supporting the agreed quality of service in an effective and user-friendly manner. Service requests have standardized procedures ranging from a simple system password reset to requesting access to a resource like a file or a folder. These requests are pre-defined with a formalized process for initiation, approval, and fulfillment.
Service level management
This creates a mutual agreement between IT service providers and end users regarding the minimum expected level of service and the types of services offered. These requirements are generally documented in a service level agreement (SLA), serving as a contract articulating the agreed-upon business targets for service delivery to be assessed, monitored, and managed against.
Problem management
This practice tackles the impact and likelihood of incidents by homing in on the actual and potential root cause while managing workarounds. While problems cause incidents, problem management helps teams investigate and analyze the problems to develop documentation, solutions, and long-term resolutions to prevent future occurrences.
Change management
As a function of ITSM, change management enables businesses to effectively add, remove, or modify anything that could impact IT services. Change management or change control helps organizations respond to change requests by introducing standardized workflows and protocols to ensure risks across their environment have been assessed for changes to proceed.
IT asset management (ITAM)
This practice generally encompasses all hardware, software, networking devices, and non-IT assets involved in business operations. ITAM is intended to help organizations plan and manage the full lifecycle of devices and includes the acquisition, operation, care, and disposal of organizational assets.
Configuration management
This ITSM practice focuses on gathering and managing precise, reliable data about service configurations and related items, like CIs. Tracking CIs and their relationships in a CMDB enhances visibility and aids in addressing infrastructure issues or changes.
Knowledge management
This ensures on-demand availability of information and knowledge to stakeholders. As an ITSM practice, knowledge management involves the maintenance and continual improvement or review of knowledge and information to ensure its effectiveness and relevance.
Capacity and performance management
This practice allows organizations to improve the availability of critical IT resources and ensure services address their ongoing and future needs. As part of ITSM, it supports service desk teams in addressing incidents and problems concerning capacity.
Incident management
In ITSM terminology, an incident is an unplanned interruption that obstructs routine IT operations or degrades services. Incident management requires building a cohesive strategy to identify and respond to such outages with the quick restoration of services, so it doesn't affect end users significantly.
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Incident Management
Improve IT incident management to make the troubleshooting process more automatic, simpler, and more efficient.
Improve agent efficiency and user experience through better ITIL incident management
Incident Management within SolarWinds Service Desk provides better ticket creation, routing, management, and remediation methods. Tightly connected to the Knowledge Base capabilities and powered by AI, it even provides ticket deflection capabilities, helping your end-users self-serve the answers they need.
Resolve tickets before they’re even opened
The easiest incidents to resolve are the ones that never get opened. Agents get inundated with low-critical tickets every day. Our incident management system leverages AI to integrate with the knowledge base to suggest articles to end-users while they are creating tickets. Our Virtual Agent, an , also helps end-users find knowledge base articles for their most common problems.
Boost employee performance - doing more with less
Most companies have more incidents, requests, and tickets than agents can effectively handle, leaving some tickets never resolved, SLAs missed, and employees feeling overworked. SolarWinds Service Desk puts your agents at the center of their work, from agent-customizable incident overview screens, live agent collaboration on tickets, AI-recommended fixes, and multi-ticket resolution.
Automate IT incident management across your company
Automating IT services will allow your organization to operate more quickly and meet employee service demands in a unified way. The right incident management software gives your service and support teams automated rules to eliminate simple tasks, route tickets to the right people, and resolve incidents faster—and the quicker you get your resources aligned, the faster a ticket can be closed. Automated incident tracking software gives your business time back, so you can focus on what really matters.
Best practices of the ITIL framework through incident management software
Since ITIL is a framework, ITIL best practices adoption varies from organization to organization. Still, best practices can benefit most organizations, including encouraging service requests over break-fix incident tickets and automating the incident creation, updating, routing, and closing processes.
IT Asset Lifecycle Management
Automate IT asset management and manage license compliance from the cloud.
Consolidate your assets with a unified IT asset management dashboard
Consolidating assets across your organization can enable you to drive consistent IT asset management. Through a single pane of glass, you can observe your technology assets, their functionality, and their role in your server.
Automate risk detection by using asset management tools
Ensure your company is (and remains) compliant with software licenses by automating risk detections on your employees’ devices. Service Desk is built to allow you to monitor licenses actively being used and can compare them to the licenses your organization has purchased.
Leverage IT asset management to align assets with incidents
Get the full picture of your asset life cycles by aligning incidents to affected assets through an integrated service desk. Service Desk’s REST API technology is designed to allow you to integrate your ticketing process with your asset inventory, which can automatically suggest connections between user issues and asset items. Ticket resolution using SolarWinds Service Desk can also allow you to more easily evaluate break-fixes and changes by automatically capturing and gathering each asset’s incident history.
Automatically discover current assets for better IT asset management
With SolarWinds Service Desk, there’s no need to create long spreadsheets of asset data that require continual updates that are subject to human error. The Discovery Scanner feature is built to collect data on your IP-connected devices, which can provide a highly scalable asset inventory. After setup, Discovery Scanner can continuously monitor your network and make automatic updates to your inventory as it evolves.
Create a centralized overview of asset configurations
Asset discovery is just the first step of asset lifecycle management. For a holistic management process, you should also understand the functional relationship among your assets. Configuration Management Database (CMDB) can offer a centralized view of your asset configuration to more easily avoid disruptions and understand how the rest of your system is affected when nodes are changed or replaced.
Employee Service Portal
Speed service requests with an intuitive employee service portal.
Improve productivity by implementing an employee service portal
Choose a help desk software to make the service request process as straightforward and painless as possible for both employees and technicians. By submitting requests through the SolarWinds® Service Desk employee service portal, employees gain helpful visibility. They can easily track the progress of their tickets and understand the SLAs attached to their requests. This lets them get back to their jobs with peace of mind.
Automatically collect information for data-driven service delivery
Not only is SolarWinds Service Desk portal easy for employees to navigate, but it goes further by offering technicians the unique opportunity to collect and store all the pinpointed information they need to quickly deliver services. With Service Desk you can customize your service catalog and incident submissions to ensure you always have the right information at your fingertips. With a data-driven approach, you can speed delivery to exceed employee expectations.
Offer 24/7 access to service and advice through an employee service portal
Modern employees aren’t always in the office. It’s useful for your employees to access Service Desk wherever they may be. When your employees need answers, the portal gives them direct access to the status of their requests and a direct line of communication with service providers. What’s more, they can attempt to resolve issues on their own with the aid of built-in resources. Give employees a chance to solve simple problems by offering a knowledge base full of solutions for recurring issues.
Help Desk Knowledge Base
Maintain support resources with knowledge base management tools
Empower employees to resolve issues by offering knowledge base software
Provide your employees with the resources they need to resolve issues on their own. SolarWinds® Service Desk offers an employee self-service portal with a knowledge base help desk full of step-by-step articles and tutorials. These resources address a wide range of tech questions and concerns, allowing employees to resolve issues independently. AI features further streamline this process, providing a familiar, predictive search experience designed to guide users to specific articles.
Leverage knowledge base management tools to consolidate technical resources
Often, a service request or a ticket refers to an issue that has happened before. But repeat issues don’t have to mean repeat solutions. Save your technicians’ time and energy with the most up-to-date knowledge base articles, videos, and tutorials. If an article isn’t available via the knowledge base help desk, quickly translate resolution notes into new resource articles to help others resolve the same issue in the future.
Align knowledge base software with inbound tickets to accelerate resolution
As your knowledge base grows, it can be challenging for employees and IT admins alike to comb through the vast amount of resources available. SolarWinds knowledge base management platform leverages native artificial intelligence and machine learning technologies to align existing support articles with all applicable portal searches and inbound tickets and requests. This gives your technicians instant access to the right resources, helping them resolve tickets quickly and efficiently.
Enterprise Service Management (ESM)
Expand ITSM to improve the efficiency of every department.
Standardizing service delivery across your organization
Every department and employee in your company is a service consumer and service provider. Help each department make its services readily available through a standard enterprise service management set of processes. Provide them with the tools for ticket intake, tracking, reporting, prioritization, SLAs, queues, and automation; everything supporting your IT department’s success
Be a better business partner – Service Management is not just for IT
You run a successful ITSM-based organization, and now departments look to you for help to make their processes a little easier. Today, you have an answer. Extend SolarWinds Service Desk beyond IT, providing other departments with the AI-powered, SaaS-based Service Management solution you've come to know and love. Help make each department a successful service provider.
Become a hero in minutes with ESM
You already know how easy it is to start with SolarWinds Service Desk; extending the capabilities to other departments is even easier. Enterprise Service Management software makes you the hero. Centralized management of your departments' service desks is simple. Manage users centrally for the organization and assign roles within each department.
Enterprise Service Management fits their needs perfectly
Enterprise Service Management is fully customizable to the needs of any non-IT department. Every department is unique, so you need a solution as flexible as they are. Fit SolarWinds Service Desk to how they work, not the other way around. Custom workflows, reports, dashboards, forms, knowledge bases, service catalogs, and virtual agents work for the way they work.
ESM Software keeps each department's data separate and secure
Every department has highly sensitive data; they must ensure the strictest access controls. Enterprise Service Management segregates and secures each department's instance and data. Even if you're an organization-level admin, you still don't have access to their data unless explicitly granted. We mean it when we say we're Secure by Design.
IT Change Management
Changes are necessary, but they don’t have to be painful, time-consuming, or disruptive processes for IT or the employees around the organization. With the right tools and framework in place, IT changes can be planned, reviewed, and implemented quickly and successfully. SolarWinds Service Desk can help you simplify change management processes while reducing error, minimizing downtime and change failure, and driving consistency across your organization.
Accelerate and Enhance Change Management Planning
A complicated technology infrastructure can make it hard to pinpoint systems and employees that will be affected by IT changes. Ensure a more consolidated change execution by utilizing the Service Desk CMDB visualization tools to quickly identify risks and assess impact. Once these risks have been evaluated, you can move on to implementing your change, test, and rollback plans.
Drive Consistent Change Execution
Routine IT changes should not be time-consuming, impose a high risk of disruption, or vary by implementers. Using templates for recurring changes will eliminate the need to reassess risks, generate change plans from scratch, and redefine their workflows. The SolarWinds Service Desk change catalog provides both change requesters and change implementers with best practices and ITIL-driven templates. Once you have the right change plan in place, ensure it’s a seamless and consistent implementation with automated workflows.
Grow Historical Change Data
There’s nothing harder than trying to remember what worked and what didn’t from past changes. Track your IT changes, the root cause of them, and what action was taken from high level to low level and all of the assets and incidents in between. By building your historical data, you are ensuring your team is continuously improving.
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SolarWinds® ITSM Service Desk - IT Service Management 101
IT service delivery has never been more important than it is today. Wherever they’re working, employees are counting on IT to resolve their issues quickly and provide the resources they need to be productive.
