Unlock the Future of Service Management with SolarWinds Service Desk
Empower your ITSM team with a flexible and efficient SaaS solution that helps resolve more issues, faster
Top Four Reasons to Choose SolarWinds Service Desk
Meet SolarWinds AI: your service desk sidekick
Built on the SolarWinds foundation of AI by Design, SolarWinds® AI capabilities are the ultimate helping hand for IT service management teams, using generative features directly within an agent's workflow in Service Desk to help drastically reduce manual and repetitive tasks, leading to empowered, high-performing teams and processes.
Automate and oversee IT asset lifecycle management directly in Service Desk
Link assets directly to tickets to improve troubleshooting and resolution times, as well as help IT teams identify recurring issues or trends. And when you're ready, utilize a full CMDB to visually track the dependencies, hierarchy, and inheritance of your CIs. The end result? A proactive IT environment where downtime is virtually eliminated, and equipment runs smoothly day in and day out.
Drive efficiency and help ensure critical procedures are remediated accurately with Runbooks
Help eliminate confusion about next steps with Runbooks, which outlines every task, approval, and notification needed to resolve incidents. This tool encourages agents to follow approved processes for common and critical incidents, helping to improve efficiency and reduce errors during resolution.
Go beyond IT to improve the efficiency of every department with Enterprise Service Management (ESM)
Every department and employee in your company is both a service consumer and provider. Service Desk enables departments such as HR, facilities, legal, and more to standardize and manage their services, reducing entry points for users and simplifying tools and procedures across the company.
Service Desk vs. Web Help Desk
Get the features you need to move beyond break/fix support and into automated, proactive service management—all found within SolarWinds Service Desk's flexible and scalable SaaS platform.
Hosting
Hosted in the cloud by SolarWinds, no infrastructure or maintenance required by the organization
Infrastructure setup and maintenance responsibility of organization
Software Updates
Upgrades run automatically via the cloud, always running the latest version
Must be manually managed and upgraded by the organization
Incident Management
Yes
Yes
Service Requests
Yes
Yes
Problem Management
Yes
Yes
Dashboards / Custom Reporting
Yes
Yes
Service Level Agreements (SLAs)
Yes
Limited
Automated Workflows
Yes
Limited
Knowledge Management
Yes
Limited
Service Portal
Yes
Limited
Asset Management
Yes
Limited
Discovery Scanner
Yes
Limited
Mobile App (iOS & Android)
Yes
Limited
Service Catalog
Yes
No
Discovery Agent
Yes
No
Change Management
Yes
No
Enterprise Service Management
Yes
No
Runbooks
Yes
No
Configuration Management Database (CMDB)
Yes
No
Live Chat (including Microsoft Teams/Slack)
Yes
No
Virtual Agent
Yes
No
SolarWinds AI (Generative AI)
Yes
No
Cloud based third-party Integrations
Yes
No
Service Desk vs. Web Help Desk
Get the features you need to move beyond break/fix support and into automated, proactive service management—all found within SolarWinds Service Desk's flexible and scalable SaaS platform.
Features
Hosting
Software Updates
Incident Management
Service Requests
Problem Management
Dashboards / Custom Reporting
Service Level Agreements (SLAs)
Automated Workflows
Knowledge Management
Service Portal
Asset Management
Discovery Scanner
Mobile App (iOS & Android)
Service Catalog
Discovery Agent
Change Management
Enterprise Service Management
Runbooks
Configuration Management Database (CMDB)
Live Chat (including Microsoft Teams/Slack)
Virtual Agent
SolarWinds AI (Generative AI)
Cloud based third-party Integrations
Web Help Desk®
Hosted in the cloud by SolarWinds, no infrastructure or maintenance required by the organization
Infrastructure setup and maintenance responsibility of organization
Upgrades run automatically via the cloud, always running the latest version
Must be manually managed and upgraded by the organization
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Limited
Yes
Limited
Yes
Limited
Yes
Limited
Yes
Limited
Yes
Limited
Yes
Limited
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Integrate Service Desk and Your Tech Stack with Over 200 Cloud Applications
Map Your ITSM Journey With SolarWinds Maturity Model
- Isolate the challenges you're facing as well as actions to help solve them
- Use the matrix to track your current state of ITSM maturity
- Understand and plan what aspects of service management you want to progress
