SOLARWINDS SERVICE DESK A modern IT Service Management (ITSM) solution to
eliminate barriers to employee support services
The ITSM platform built for comprehensive service beyond IT tickets
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.
Key Features
■ Incident management consolidates, manages, and prioritizes incoming tickets.
■ Service catalog standardizes service request and fulfilment 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.
Starts at 19 | Get a Quote
Per month, per agent, supports unlimited users.
Features
INCIDENT MANAGEMENT
IT ASSET MANAGEMENT
EMPLOYEE SERVICE PORTAL
KNOWLEDGE BASE
PROBLEM MANAGEMENT
Choose the plan that’s right for you The smartest IT Service Management Solution just got even better!
Team
For Smaller Teams
Per month, per agent, supports unlimited users.
0.10/month per device.
Fully Functional for 30 Days
Includes
Incident Management
Service Portal
Unlimited Requestors
Business
For Growing Teams
Per month, per agent, supports unlimited users.
0.30/month per device.
Fully Functional for 30 Days
Team Benefits+
Service Catalog
Change Management
Service Level Agreement
Groups
Custom Roles
Internationalization
Real Time 24/7 Live Chat Support
Professional
For Full Customizability
Per month, per agent, supports unlimited users.
0.30/month per device.
Fully Functional for 30 Days
Team & Business Benefits+
Custom Fields and Forms
Advanced Automations
Network Discovery
Contract Management
License Compliance
Scheduled Reports
API Access
Chat, Phone, and Email Support from
a Customer Success Team
Enterprise
For Full Customizability
Per month, per agent, supports unlimited users.
0.30/month per device.
Fully Functional for 30 Days
Professional Benefits+
Visual CMDB and Dependency
Multi-Factor Authentication (MFA)
Onboarding Services Included
Up to 1,500 API Calls Per User Per Min
| SolarWinds Service Desk | |
|---|---|
| Supported Browser Versions* | Google Chrome Mozilla Firefox Safari Internet Explorer (Version 11 or Newer) |
*Tested browsers listed. If your browser is not listed, please get in touch to check if your browser is compatible.
Find the best solution for your organization Compare Service Desk plan features
Customer Success and Support
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
Community Support Includes support from the Service Desk Community, available online 24×7, 365 days a year. |  | | | |
| Email Support Includes support via email from Service Desk, available 24×7, 365 days a year. | | | | |
| Chat Support Includes online chat support with Service Desk, available 24×7, 365 days a year. | | | | |
| Phone Support Includes phone support with Service Desk, available 24×7, 365 days a year. | | | ||
| Dedicated Service Success Representatives A Customer Success Manager (CSM) from Service Desk is available to answer any question you and your company have about using the solution. | Included with at least 5 Agent licenses | | ||
| Onboarding Services Speed your time-to-value with on-boarding services from Loop1, designed to help you and your team get up and running. | Optional | Optional | Optional | Optional |
| Integration Services Connect Service Desk with other applications and support your existing processes with our integration services. | Optional | Optional | Optional |
Service Management
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| Incident Management Manage unplanned interruptions or reduction in the quality for your services. | | | | |
| Knowledge Base Leverage a store of information or data to draw upon that is available to everyone in your company to help them answer questions quickly. | | | | |
| Service portal Provides agents with a single portal to aggregate and organize all their work. | | | | |
| Satisfaction Surveys Deploy surveys to your users to measure and manage customer satisfaction needs and goals. | | | | |
| Real-Time Agent Feedback Agents can see who is typing a new comment, who else is viewing the same case record, get instant notifications on incoming updates, and more. | | | | |
| Advanced Collaboration Tools Work as a team to solve complex or unique problems. Multiple users can update the same case records at the same time and use a chatter tool to share information quickly and efficiently. Get notifications on changes to a case record that happen while an agent is working on it. | | | | |
| People Shared Services Ready Extends Service Desk capabilities beyond support for IT, enabling all departments to deploy service catalogs and automation without having your IT teams support custom code or learn yet another user paradigm with its own set of security and access control privileges headaches. | | | | |
| Advanced Approval Workflow Automatic triggering, routing, and actions. Provide all information necessary for approval in context. Define multiple approval steps with dependencies. Route approvals to users, queues, or roles. Update records based on progress of approval process. | | | | |
| Service Catalog Present users with a catalog of available services that they can select from, including those from IT or from any other function in your company (e.g., HR, Facilities, Legal). | | | | |
| Service Request Capture all requests for services – and all relevant details – in a single portal that can be deployed across your organization using automated workflows. | | | | |
| Problem Management Prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented. | | | | |
| Release Management Manage, plan, schedule, and control all your releases through different stages and environments. | | | | |
| Service Level Agreement/Business Hours Improve response and service quality by incorporating service level agreements (SLA) and managing work based on your organization’s business hours. | | | | |
| Change Management—Requests & Approvals Ensure that standardized methods and procedures are being used for efficient handling of all changes, helping to minimize the number and impact of any related incidents on services. | | | | |
| Change Templates & Workflows | | | ||
| Service Portal Tasks & Approvals | | | ||
| Automations Streamline processes and gain efficiencies by automating manual and/or repetitive steps. | | | ||
| Benchmarking Measure and manage against your peers through our unique benchmarking capability, giving you insights at-a-glance to how other organizations are performing relative to key performance indicators (KPI). | | |
IT Asset Management (ITAM)
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| Inventory Organize and track hardware and software assets in a single repository that can be used across your organization. | | | | |
| Mobile Devices Manage your mobile device inventory – including company issued and BYOD – in a single place, track how it’s used, and who is using it at any time. Includes Android & iOS. | | | | |
| Map/Geographic Location Quickly understand where your assets are located to ensure compliance, completeness of tracking, and control cost measures. | | | | |
| QR/Bar Codes Generate unique barcodes and QR codes for each asset so you can scan the asset code with your mobile device and see asset details on the spot. | | | | |
| Warranty Information Keep your records up to date by automatically pulling hardware warranty information from hardware manufacturers, including Dell and Lenovo. | | | | |
| Purchase Order (PO) Management Keep track of your purchases and payments made against each contract, store terms, quantities, and original purchase records. | | | | |
| Contract Management Organize contracts and avoid lease expirations by keeping track of renewal dates, agreement terms, and proof-of-purchase records. | | | ||
| Risk Management Continuously scan the data you have stored in Service Desk to identify problematic patterns so you can take the appropriate action. | | | ||
| License Compliance Automatically store and retrieve licenses, helping you maintain proof of license ownership and easily demonstrate license compliance in audits and reviews. | | |
Configuration Management Database (CMDB)
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| CI/Relationship With Service Desk, you can easily create relationships between your assets (CIs) in multiple places for a robust CMDB. Create relationships between CIs to CIs and between CIs and Incidents, Problems or Changes in your service desk. | | | | |
| Discovery/Mapping The entire relationship between your users, assets, and the business you provide is at your fingertips. CIs can be attached to every incident, problem, or change so you can get a complete view of the related configuration items. | | | ||
| Visual Mapping | | |||
| Automatic Dependency Mapping | |
Platform
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| Dashboards Real-time dashboards help you discover important patterns and trends that impact service quality and the performance of your technology environments. | | | | |
| Reporting & Dashboards Provide robust and flexible reporting that keeps you on top of your IT environment. Easily produce reports of the data you need, at the frequency you want. | | | | |
| Integrations Enhance your service desk and asset management solution by integrating with over 200 cloud applications. | | | | |
| Data Import/Export Service Desk lets you export reports or views in the system to PDF, CSV or HTML files as well as import data from other systems. | | | | |
| Mobile Apps Service Desk Mobile is designed for your mobile browser and requires no application installation. | | | | |
| Portal Customization Cut workload and service delivery time by providing an integrated service portal to your customers that can be customized to your needs. | Only includes the ability to change Name and Logo. | | | |
| Sites Define the sites’ location, description, time zone and business hours to gain greater control and support for your needs on a “per site” basis. | | | | |
| Departments You can organize your Service Desk experience by department, including location, description, time zone and business hours information. | | | | |
| Groups Groups give you greater flexibility and control. Simply create a name, a description and then add users to it. This is especially useful for managing service needs by group. | | | | |
| Customize Incident Lifecycle Customize and create new states within the Incident Lifecycle to better map to your process. | | | | |
| Internationalization Service Desk supports more than forty languages to help support you and your teams wherever they work. | | | | |
| Customize Fields/Form Create forms and associate a form with a module, such as incidents. Each form can be defined with its own set of fields using drag & drop. | | | ||
| Scheduled Reports Produce reports of the data and information you need, at the frequency you want. | | | ||
| Offline Data Backup Get a backup of your data sent to your email on a weekly basis. | | | ||
| Customize Email Templates Customize emails to your organization’s needs, showing your logos, messaging, and guidance to everyone involved in service management. | | |
Roles
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| 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 assets, among many other related tasks. | | | | |
| Requestor A requester can submit incidents or request services from any part of the organization where Service Desk is being used. | | | | |
| Administrator An administrator is responsible for managing all aspects of the Service Desk solution, from initial setup through ongoing alignment to your organization’s needs. | | | | |
| Custom | | | |
Security
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.
| Included | Team | Business | Professional | Enterprise |
|---|---|---|---|---|
| EU-US Privacy Shield Service Desk has been certified by the US-EU Privacy Shield Framework for being in compliance with EU data protection requirements when transferring personal data from the European Union to the United States in support of transatlantic commerce. | | | | |
| Single Sign On (SSO) Service Desk Single Sign On integration with Google relies on the ability to access Google’s Google+ API. Additionally, Service Desk supports SAML based integration with leading providers such as OneLogin, Okta and Centrify. | | | | |
| HIPAA BAA In 2014, Service Desk announced its ability to support the HIPAA and HITECH regulations, as well as the ability to sign HIPAA Business Associate Agreements (BAAs) with customers. Service Desk is one of the few cloud-based application providers that signs HIPAA Business Associate Agreements (BAAs), demonstrating our ongoing investment in enterprise security, compliance, and control for our customers. | | | ||
| API Access Providing programmatic API access to Service Desk data and features in order to connect to 3rd party apps. | Up to 1,000 API calls per user per minute. | Up to 1,500 API calls per user per minute. | ||
| Domain Mapping Setup an easy-to-remember mapping on one or more of your domains to your Service Desk Portal. | | | ||
| Audit History Maintain a detailed audit trail for objects managed in Service Desk (incident, assets, etc.). The audit history provides detailed access to all this historical data. | | | ||
| Login & Email Audits View your account’s login history and export in various formats for use in external applications. The list of entries can also be filtered and reported on. | | | ||
| Audits | | | ||
| Multi-Factor Authentication (MFA) | |
Complete Service Desk Functionality
Users love it because they
have that interaction as opposed to
emailing into the black hole. They
use the service catalog to give us all
the information we need. No back
and forth. Job done.
Happy days.
— ITSM Systems Administrator,
Finance Industry
SolarWinds IT Service Management software options From on-premises IT ticketing support to SaaS-based ITIL-ready service management, SolarWinds has an ITSM product to meet almost anyone's needs.
Compare SolarWinds Web Help Desk and Service Desk to find the right fit for you.
| Web Help Desk Download Free Trial | Service Desk Download Free Trial | |
|---|---|---|
| Deployment model | On-premises | SaaS |
| Integration with SolarWinds Dameware Remote Support | | – |
| Integration with SolarWinds Dameware Remote Everywhere | – | |
| 3rd party integrations | | |
| IT ticketing | | |
| IT asset inventory | | |
| Vendor management | – | |
| Contract management | – | |
| PO management | | |
| Knowledge base | | |
| Change management | | |
| Service portals | | |
| AD & LDAP integration | | |
| FIPS 140-2 compatible | | – |
| Time & billings management | | Partial |
| Task-based workflow manager | | |
| Custom reporting | | |
| Service catalog | – | |
| CMDB | – | |
| Release management | – | |
| Smarts suggestions based on machine learning | – | |
| ITIL pink verify certified | – | |
| Localization into multiple languages | – | |
Loop1 can get you up and running with Service Desk in no time!
