Enterprise Service Desk

Bringing back simplicity for increasingly complex problems with an effective service desk

Start Free Trial

Fully functional for 30 days

Learn More

Empower your enterprise

Empower your enterprise with a cloud-based service desk with support for all ITIL processes

Enterprise Service Desk 0 Features Array Item - features item image

Streamline your IT operations, enhance efficiency, and elevate your service delivery with SolarWinds Service Desk, a scalable, multi-tenant SaaS platform providing companies of all sizes with an integrated and dynamic IT management experience. Hosted securely in three strategically located data centers across the US, EU, and Australia, Service Desk is designed to be reliable and fast, regardless of your enterprise is located. It also aligns with Information Technology Infrastructure Library (ITIL) processes, giving you the confidence that your IT services will remain efficient and adaptable no matter the queries.

Start Free Trial

Fully functional for 30 days

Learn More

Discover and track your enterprise’s IT assets remotely

IT Asset Lifecycle Management Service Desk ITSM 0 Features Array Item - features item image

An effective enterprise service desk offers a bird’s-eye view into your IT assets. Asset discovery and tracking with the CMDB Visual Map in Service Desk allows you to maintain detailed insight into your server’s IT setup and dependencies and consistently identify which devices may cause issues. Using your SolarWinds Discovery Scanner, you can discover any IP-connected asset and automatically collect detailed information on asset licenses and lifecycles. If an asset isn’t IP-connected, you can manually enter asset information.

The SolarWinds Service Desk Configuration Management Database (CMDB) and its visual map can quickly show you how different Configuration Items (Cis) are related. With this powerful information at your fingertips, it’s easier to pinpoint issues and understand the risks and impact of planned and unplanned changes.

Start Free Trial

Fully functional for 30 days

Learn More

Address problems efficiently with automated incident routing and problem management tools

With SolarWinds Service Desk, your enterprise service management gets a serious upgrade, with tools to tackle incidents head-on, smooth out workflows, and boost teamwork. It's all about making things easy, from supercharged incident management to a user-friendly employee portal.

Enterprises deal with a high volume of IT requests, which means you need a scalable, effective, and accurate solution like ours to address those tickets. Once your technicians have received an incident through your automated ticketing interface, you can associate incidents with problems with a single click or automatically route an incident to a specific member of your team. With SolarWinds Service Desk, you can reduce downtime with an ITIL approach to incident management and track and manage specific problems to eliminate redundant incident tickets.

Start Free Trial

Fully functional for 30 days

Learn More

Leverage a consolidated knowledge base, so you can consistently improve employee self-service

Enterprise Service Desk 3 Features Array Item - features item image

Employee service requests are often due to simple misunderstandings or basic process questions. With employee self-service (ESS) software, you can save time and resources by offering a user-friendly, centralized portal for all your employee resources. ESS software helps you minimize simple IT service requests and save time for the IT team, the HR team, and employees. SolarWinds Service Desk also includes an artificial intelligence-driven help desk knowledge base, which allows you to provide employees with smart suggestions, grow your IT systems resources, and improve your self-service as time goes on.

Start Free Trial

Fully functional for 30 days

Learn More

Improve technician-to-user communication with an intuitive employee web portal

IT Benchmarking & Services 4 Features Array Item - features item image

The goal of your enterprise service desk is to establish long-term strategies to address your business’s IT issues. Service desk software allows technicians to design a strategic approach to IT management, without narrowly focusing on individual tickets and requests. This strategic approach applies to employees as well—for optimal efficiency service, your enterprise service desk makes self-service as easy and as effective as possible with streamlined communication. Service requests can be submitted via the mobile app, emails, or service portal requests, to suit your enterprise’s needs.

At SolarWinds, you can also integrate Service Desk capabilities with SolarWinds Observability Self-Hosted, unlocking a range of additional features that deliver even better solutions. Experience the synergy at the heart of the SolarWinds unified platform, where Service Desk and Observability combine to create a comprehensive IT solution.

Start Free Trial

Fully functional for 30 days

Learn More

Get More on Enterprise Service Desk

Do you find yourself asking…

What is an enterprise service desk?
How does an enterprise service desk work?
How can an enterprise service desk save money?
How does an enterprise service desk work in SolarWinds Service Desk?
What are some best practices for using SolarWinds enterprise Service Desk?
What are the benefits of enterprise service desk software?
What features does an enterprise Service Desk have?

An enterprise service desk is scalable software that helps you and your technicians streamline IT management tasks. Compared to an enterprise help desk, a service desk is a more evolved or extended tool that provides the functionality enterprises need.

An enterprise service desk helps simplify and enable processes based on the ITIL framework, which helps businesses ensure excellent IT management. As a tool, it focuses not on single incidents but on delivering many service requests at scale. To make this possible, an enterprise service desk includes a service catalog to help automate and streamline workflows, especially for repetitive service requests. It can also include self-service options with AI-powered suggestions for clients looking for IT solutions. An enterprise service desk can also be useful for managing asset lifecycles and can make it possible to run a continuous release cycle to ensure updates are current.

With each feature of your enterprise help desk software, you can optimize the user experience, manage your business as efficiently as possible, and act quickly to address issues you have seen before.

An enterprise service desk is scalable software that helps you and your technicians streamline IT management tasks. Compared to an enterprise help desk, a service desk is a more evolved or extended tool that provides the functionality enterprises need.
An enterprise service desk helps simplify and enable processes based on the ITIL framework, which helps businesses ensure excellent IT management. As a tool, it focuses not on single incidents but on delivering many service requests at scale. To make this possible, an enterprise service desk includes a service catalog to help automate and streamline workflows, especially for repetitive service requests. It can also include self-service options with AI-powered suggestions for clients looking for IT solutions. An enterprise service desk can also be useful for managing asset lifecycles and can make it possible to run a continuous release cycle to ensure updates are current.
With each feature of your enterprise help desk software, you can optimize the user experience, manage your business as efficiently as possible, and act quickly to address issues you have seen before.
The ultimate purpose of enterprise help desk software is to help your IT team handle a range of tasks faster and more effectively. This is especially important for large companies given the high volume of requests they may need to address. To that end, enterprise IT help desks help you:
Evolve: The goal of any ITIL service desk is to adjust your IT service to fit the realities of your infrastructure, and to continuously improve your IT services. As your knowledge base grows, service desk software helps you approach IT issues with increasing insight over time.
Optimize: To optimize your IT services, an AI-powered knowledge base suggests solutions for self-service for end users. It also helps your team quickly access existing solutions for service requests you have already resolved.
Streamline: Minimize downtime by automatically routing tickets to the right team members, resolving multiple related incidents as a problem, and automating repetitive service requests.
Stay proactive: An enterprise IT help desk can help you stay a step ahead, with transparent insights into IT asset lifecycles and current updates, plus automated alerts to help you identify high-priority issues.

Your enterprise service desk should provide tools that allow you to streamline your managed services and save time and hassle for your team members. A lightweight service desk software will offer features that automate your service-end IT management and amplify your existing enterprise helpdesk capabilities.
SolarWinds Service Desk eliminates the busywork from service desk management, but you will still need to follow best practices to ensure effective and smooth service desk operation. It’s important to remain knowledgeable about your IT environment and track problems before they escalate to keep things running at peak performance.
To make the most of what the enterprise service desk can offer your enterprise, follow these five best practices:
Use an IT ticketing system: When you’re getting questions and requests left and right from customers through phone, email, service portal, and in-person, you need a way to manage it all. Tickets keep queries organized and allow IT personnel to keep track of enterprise help desk threads with customers for optimal visibility until the request is complete.
Maintain a knowledge base: Instead of repeatedly answering the same question for different customers, save time and improve convenience with an enterprise help desk knowledge base. This allows customers to find the answers to common questions on their own, reducing ticket quantities and freeing up more time for IT personnel.
Monitor key performance metrics: You won’t know how well your enterprise service desk works if you don’t have the metrics to back it up. Measuring the performance of your service desk can help you identify areas of improvement and areas where your platform shines.
Set up automation rules: From alerts to ticket routing, setting up rules can help streamline processes without manual upkeep, reducing the risk of human error and elevating customer experiences.
Mobilize your service desk: Meet customers on-the-go by deploying a mobile app. This provides them with the assurance that they can get the support they need anywhere at any time. Plus, a mobile service desk offers easy IT and asset management right at your fingertips.
Enterprise service desk software offers a range of benefits that contribute to a more advanced optimized IT service management, improved customer satisfaction, and better overall operational efficiency, including:
Efficient ticket management: SolarWinds Service Desk handles IT requests and incidents seamlessly, keeping everyone on track and resolving issues promptly.
Automation and workflow: Routine tasks like ticket routing and notifications are automated, freeing up time and ensuring consistent processes.
Standardization with Runbooks: Document and execute complex processes consistently for improved efficiency and reduced risks.
Collaboration and communication: A centralized platform fosters teamwork with clear, visible, and collaborative communication channels.
Self-service empowerment: An embedded self-service portal and knowledge base reduces support requests and improves efficiency.
Insightful data analytics: A service desk helps you gain valuable insights from metrics and reports to make informed decisions and improve processes.
IT asset management integration: With Service Desk, you can seamlessly track assets, warranties, and lifecycles for efficient asset management.
Holistic integration possibilities: Integrate SolarWinds Service Desk with other essential IT tools, like SolarWinds Observability SaaS, for a comprehensive management approach.
Cost and time savings: Automation and self-service tools lead to significant resource savings and better resource allocation.
Scalability: Service Desk is suitable for businesses of all sizes, accommodating changing needs and growing demands.
Incorporate SolarWinds Service Desk software into your IT arsenal to elevate support, optimize operations, and confidently drive business success.
SolarWinds Service Desk encompasses a range of powerful features designed to elevate IT management and streamline operations, including:
Incident managment software: No more chaos when things go wrong. This feature helps you keep track of IT incidents from start to finish. It sorts them out, sets priorities, and tracks everything till the end, so you can fix things faster.
IT asset management: Say goodbye to asset headaches. This tool helps you keep tabs on all your tech gear, from computers to software. It even manages warranties and lifecycles, saving you money and hassle.
CMDB and visual mapping: Benefit from a Configuration Management Database (CMDB) that visualizes asset relationships and dependencies. It's like having x-ray vision for your IT setup that can help you make more strategic and informed decisions.
Consolidated knowledge base: Knowledge is power. A comprehensive repository of accessible resources, including self-help resources, FAQs, etc., makes enterprise IT service desk support easier for both customers and personnel.
Employee self-service portal: An enterprise service desk provides a user-friendly interface for submitting and tracking requests, accessing self-service resources, and engaging with IT support.
Other related features like: Procurement Tools, ITIL Service Automations and Service Desk Mobile App.
SolarWinds Service Desk isn't just a tool; it's a suite of solutions that helps you manage incidents, keep your IT assets in check, make informed decisions, and create a seamless IT experience for everyone.

“Every time someone interacts with SolarWinds Service Desk for the first time, they are surprised at how easy it is.”

Chris Comerford

CIO

Adler Planetarium

Scale up and streamline with enterprise service desk software

Service Desk

Address tickets at each step of the way with an intuitive approach to ticket management.
Manage IT assets remotely and automatically track assets throughout their lifecycles.
Use a consolidated knowledge base to inform your IT solutions, so you can continuously improve your IT services.

Start Free Trial

Fully functional for 30 days

Learn More

Let's talk it over.

Contact our team. Anytime.