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Overview
SolarWinds Service Desk is a cloud-based ITSM platform for IT and enterprise service management. While extensive customization can occasionally impact performance during peak usage or large data volumes, it unifies incident and asset management, delivering strong visibility, control, and improved efficiency across IT and non-IT teams.
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Starting Price
Custom
SolarWinds Service Desk Specifications
Live Chat
Omnichannel Support
CRM Integration
Canned Responses
What Is SolarWinds Service Desk?
SolarWinds Service Desk (formerly Samanage) is a cloud-based, AI-powered IT Service Management (ITSM) platform designed to accelerate service delivery for employees. It acts as a centralized command center for managing all internal requests, incidents, problems, and changes according to ITIL best practices. By tightly integrating its service desk functionality with powerful IT Asset Management (ITAM) and a Configuration Management Database (CMDB), the platform provides real-time visibility into the relationships between IT services and the underlying technology infrastructure.
SolarWinds Service Desk Pricing
SolarWinds Service Desk pricing consists of the following plans:
- Essentials: $39/month/technician
- Advanced: $79/month/technician
- Premier: $99/month/technician
It offers a 30-day free trial.
Disclaimer: The pricing is subject to change.
SolarWinds Service Desk Integrations
SolarWinds Service Desk integrates with many software, including:
- Jira software
- Microsoft Teams
- Slack software
- Zendesk
Who Is SolarWinds Service Desk For?
SolarWinds Service Desk is ideal for the following industries:
- Information technology
- Managed service providers
- Financial services and healthcare
- Enterprise service management
- Operations and facilities management
Is SolarWinds Service Desk Right For You?
SolarWinds Service Desk is the preferred choice for organizations seeking an integrated ITAM/ITSM solution that provides exceptional visibility into IT infrastructure. Its strength lies in its automated asset discovery and the Visual CMDB, which automatically maps dependencies between services and assets, critical for effective change and incident management. The platform’s inclusion of AI-powered ticketing and a Virtual Agent (in premier tiers) helps maximize agent productivity and enables robust self-service, ensuring faster mean time to resolution (MTTR) and a superior employee experience.
Still not sure about SolarWinds Service Desk? Contact our support team at (661) 384-7070 for further guidance.
SolarWinds Service Desk Features
SolarWinds Service Desk features a consolidated database of articles and solutions for easy reference by both employees and agents. It proactively recommends relevant solutions during ticket submission, significantly reducing the workload on IT staff.
A centralized hub where end users can submit service requests, check ticket status, and access intelligent recommendations for knowledge base articles. This portal enables users to resolve issues independently, improving efficiency, and agent workload.
The core functionality to track, prioritize, and resolve IT incidents to minimize downtime. It supports automated ticket routing, escalation rules, and standardized workflows, making troubleshooting more efficient and structured.
The platform acts as a single point of contact for all user issues and requests. It centralizes incoming queries from multiple channels (email, chat, portal) into a unified queue for agents to track, manage, and measure success metrics.
