Service Request Management Software
with Web Help Desk
Web-based IT ticketing management software for ITSM professionals
Automate, Track, and Fulfill User Requests With a Web-Based Service Catalog and Ticketing System
Your IT team is flooded with requests for new laptops, software access, password resets, and new employee setups. Without a system, these requests create chaos, leading to slow fulfillment, frustrated users, and an IT team buried in manual repetitive work.
Service request management (SRM) is the solution. It’s a formal process for handling all end-user service requests through a structured, automated, and trackable system. It transforms disjointed emails and messages into an efficient delivery pipeline.
SolarWinds® Web Help Desk® (WHD) provides a complete web-based toolkit to build and manage your entire service request life cycle, from the initial click in a self-service portal to final fulfillment and confirmation.
Reduce Ticket Volume With a 24/7 Self-Service Portal
Give employees one central user-friendly place to get help. SolarWinds WHD uses customizable help desk portals to empowers users to find answers on their own through a comprehensive knowledge base, which deflects routine tickets before they’re ever created. When users need help, they are guided to submit detailed, accurate tickets through a central portal, eliminating vague emails and time-wasting follow-ups. This combined approach of self-service and structured ticketing lightens the load on your help desk, freeing your technicians to focus on complex incidents and high-value projects.
Eliminate Follow-Up With Dynamic Request Types
Stop the endless back-and-forth emails by using request types to define your team’s services. When a user needs to submit a ticket for a “new laptop” or “VPN access,” they select the appropriate request type from a simple structured list. This automatically displays ticket custom fields unique to the request. You can gather all essential details—such as asset information, business justification, and priority—right at the start, ensuring every ticket arrives fully complete and ready to be actioned, eliminating guesswork and follow-up and streamlining the request fulfillment process.
Automate Repetitive Workflows and Approvals
Manually routing tickets and chasing managers for approvals is a major bottleneck. Web Help Desk lets you automate these processes to ensure speed and compliance. You can use rule-based automation to intelligently route requests to the correct technician or team based on request type, location, or other criteria. For common multi-step tasks such as onboarding or provisioning, you can easily build automated approval workflows. Requests are automatically sent to the right manager, and technicians are notified only after approval is granted, ensuring company policies are followed and creating a full auditable record.
Fulfill Requests Faster With Integrated Asset Management
You can’t fulfill a software request if you don’t know what laptop the user has. Web Help Desk deeply integrates IT asset management with the ticketing system, allowing you to automatically associate service requests with the specific IT assets assigned to a user. This lets the service team check and manage software license availability or hardware stock directly from the request. When a request is fulfilled, such as deploying a new laptop, the asset database is automatically updated with the new owner and status, streamlining provisioning and ensuring your records are always current and accurate.
Get More on Service Request Management
Do you find yourself asking…
How does service request management differ from incident management?
This is a key ITIL distinction.
- An incident is an unplanned interruption or reduction in the quality of an IT service (e.g., “The email server is down” or “My laptop won’t boot”); incidents usually require troubleshooting, and the goal is to restore normal service as quickly as possible
- A service request is a formal request from an end user for new services, changes, permissions, password resets, or information (e.g., “I need access to the finance drive,” “Please install Photoshop,” or “What is the Wi-Fi password?”); service requests follow a consistent management process or life cycle, and because they are usually low risk and repetitive, they are ideal for automation and rapid fulfillment, setting them apart from significant incidents—their goal is to fulfill a predefined standardized request
Web Help Desk allows you to separate these workflows so you can fix what’s broken (incidents) while efficiently delivering what’s needed (service requests).
How does service request management differ from incident management?
This is a key ITIL distinction.
- An incident is an unplanned interruption or reduction in the quality of an IT service (e.g., “The email server is down” or “My laptop won’t boot”); incidents usually require troubleshooting, and the goal is to restore normal service as quickly as possible
- A service request is a formal request from an end user for new services, changes, permissions, password resets, or information (e.g., “I need access to the finance drive,” “Please install Photoshop,” or “What is the Wi-Fi password?”); service requests follow a consistent management process or life cycle, and because they are usually low risk and repetitive, they are ideal for automation and rapid fulfillment, setting them apart from significant incidents—their goal is to fulfill a predefined standardized request
Web Help Desk allows you to separate these workflows so you can fix what’s broken (incidents) while efficiently delivering what’s needed (service requests).
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Looking for more? Upgrade to an ITIL-ready, service experience.
Try SolarWinds Service Desk for more functionality in asset and service management.
- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal