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 * PRODUCTS
    * OBSERVABILITY
    * Network Management
    * Systems Management
    * Database Management
    * IT Service Management
    * Application Management
    * IT Security
    * ALL PRODUCTS & FREE TRIALS
   
   The SolarWinds Platform is the industry’s only unified monitoring,
   observability, and service management platform. It’s the foundation for a new
   generation of SolarWinds observability solutions and provides the
   architecture on how we solve observability challenges for our customers.
   
   Explore the Platform
   
   Products
   
    * SolarWinds Observability
    * Hybrid Cloud Observability
   
   View All Observability Products
   SolarWinds Hybrid Cloud Observability. Value, integration, and productivity
   for all.
   
   Go from reactive to proactive.
   
   Learn More
   
   Network management tools, from configuration and traffic intelligence to
   performance monitoring and topology mapping, to readily see, understand, and
   resolve issues. An integrated, multi-vendor approach that’s easy to use,
   extend, and scale to keep distributed networks optimized.
   
   Products
   
    * Network Performance Monitor
    * NetFlow Traffic Analyzer
    * Network Configuration Manager
    * IP Address Manager
    * User Device Tracker
    * VoIP & Network Quality Manager
    * Network Automation Manager
   
    * Log Analyzer
    * Network Topology Mapper
    * Engineer's Toolset
    * ipMonitor
    * Kiwi CatTools
    * Kiwi Syslog Server
   
   Bundles
   
    * Network Bandwidth Analyzer Pack
    * Log and Network Performance Pack
    * IP Control Bundle
   
   View All Network Management Products
   SolarWinds Hybrid Cloud Observability. Value, integration, and productivity
   for all.
   
   Go from reactive to proactive.
   
   Learn More
   
   Comprehensive server and application management that’s simple, interoperable,
   and customizable from systems, IPs, and VMs to containers and services.
   Optimize resource usage and reduce MTTR with powerful monitoring, discovery,
   dependency mapping, alerting, reporting, and capacity planning.
   
   Products
   
    * Server & Application Monitor
    * Virtualization Manager
    * Storage Resource Monitor
    * ipMonitor
    * Serv-U Managed File Transfer
    * Serv-U Secured FTP
   
    * Server Configuration Monitor
    * Log Analyzer
    * Access Rights Manager
    * AppOptics
    * Web Performance Monitor
   
   Bundles
   
    * Systems Management Bundle
    * Server Performance & Configuration Bundle
    * Log and Systems Performance Pack
   
    * Application Performance Optimization Pack
    * IT Operations Manager
    * Web Application Monitoring & Performance Pack
   
   View All Systems Management Products
   SolarWinds Hybrid Cloud Observability. Value, integration, and productivity
   for all.
   
   Go from reactive to proactive.
   
   Learn More
   
   Monitor, analyze, diagnose, and optimize database performance and data ops
   that drive your business-critical applications. Unify on-premises and cloud
   database visibility, control, and management with streamlined monitoring,
   mapping, data lineage, data integration, and tuning across multiple vendors.
   
   Products
   
    * Database Performance Analyzer
      Monitoring and optimizing multiple DBMS platforms has never been simpler
    * SQL Sentry
      Monitor, diagnose, and optimize SQL Server and Azure SQL
    * Database Performance Monitor
      Database performance monitoring and optimization for traditional,
      open-source, and cloud-native databases
    * Database Mapper
      Easy-access, self-managed database documentation and data lineage analysis
    * Task Factory
      Save time managing tedious data warehousing ELT/ETL tasks
    * Database Insights for SQL Server
      Have complete monitoring and tuning control over your Microsoft SQL Server
      environment
   
   View All Database Management Products
   Monitor your cloud-native Azure SQL databases with a cloud-native monitoring
   solution.
   
   Azure SQL performance monitoring simplified.
   
   Learn More
   Modernize your service desk with intelligent and automated ticketing, asset,
   configuration, and service-level agreement (SLA) management; a knowledge
   base; and a self-service portal with secure remote assistance. SolarWinds
   offers an easy-to-use IT service management (ITSM) platform designed to meet
   your service management needs to maximize productivity while adhering to ITIL
   best practices.
   
   Products
   
    * Service Desk
      Cloud-based and artificial intelligence (AI)-powered ITSM platform
      offering employee service management and IT asset management (ITAM)
      capabilities—including asset discovery and incident, problem, release, and
      change management—supported by a configuration management database (CMDB)
      and built to integrate with the SolarWinds® observability solutions.
    * Web Help Desk
      On-premises ITSM software designed to centralize and simplify IT help desk
      processes, from service request creation to resolution. Incorporates ITAM
      and asset discovery capabilities to streamline and automate ticket
      management.
    * Dameware Remote Everywhere
      Cloud-Based Remote Support Software with advanced encryption and MFA.
      Integrates with SolarWinds Service Desk
    * Dameware Remote Support
      On-Premises Remote Support Software with FIPS 140-2 encryption standards.
      Integrates with SolarWinds Web Help Desk
    * Dameware Mini Remote Control
      Basic On-Premises Remote Support software
   
   View All IT Service Management Products
   SolarWinds Service Desk is a 2020 TrustRadius Winner
   Service Desk is a winner in two categories: IT Asset Management and IT
   Service Management (ITSM)
   Ensure user experience with unified performance monitoring, tracing, and
   metrics across applications, clouds, and SaaS. Robust solutions offering rich
   visualization, synthetic and real user monitoring (RUM), and extensive log
   management, alerting, and analytics to expedite troubleshooting and
   reporting.
   
   Products
   
    * SolarWinds Observability
      Deliver unified and comprehensive visibility for cloud-native, custom web
      applications to help ensure optimal service levels and user satisfaction
      with key business services
    * AppOptics
      SaaS-based infrastructure and application performance monitoring, tracing,
      and custom metrics for hybrid and cloud-custom applications.
    * Server & Application Monitor
      Infrastructure and application performance monitoring for commercial
      off-the-shelf and SaaS applications; built on the SolarWinds® Orion®
      platform.
    * Loggly
      Fast and powerful hosted aggregation, analytics and visualization of
      terabytes of machine data across hybrid applications, cloud applications,
      and infrastructure.
    * Log Analyzer
      Monitoring and visualization of machine data from applications and
      infrastructure inside the firewall, extending the SolarWinds® Orion®
      platform.
    * Papertrail
      Real-time live tailing, searching, and troubleshooting for cloud
      applications and environments.
    * Pingdom
      Real user, and synthetic monitoring of web applications from outside the
      firewall.
   
   View All Application Management Products
   SolarWinds Observability. Comprehensive observability. Maximum flexibility.
   Easy to use.
   
   A unified platform offering with discrete capabilities so you can scale
   seamlessly as your needs grow.
   
   Learn More
   Reduce attack surface, manage access, and improve compliance with IT security
   solutions designed for accelerated time-to-value ranging from security event
   management, access rights management, identity monitoring, server
   configuration monitoring and patching, and secure gateway and file transfer.
   
   Products
   
    * Access Rights Manager
    * Security Event Manager
    * Server Configuration Monitor
    * Patch Manager
    * Identity Monitor
   
    * Serv-U Managed File Transfer
    * Serv-U Secured FTP
    * Serv-U Gateway
   
   View All IT Security Products
   Help Reduce Insider Threat Risks with SolarWinds® Access Rights Manager
   
   Manage and Audit Access Rights across your Infrastructure.
   
   Learn More
   
 * Solutions
    * BY NEED
    * BY INDUSTRY
    * BY TECHNOLOGY
   
   Use Case
   
    * Hybrid Cloud Observability
    * Database Management
    * Application Performance Management
    * SolarWinds Orion Platform
    * Network Management
    * IT Asset Management
    * IT Security
    * IT Operations Management
    * IT Help Desk
    * Remote Monitoring
   
    * Infrastructure
    * IT Service Management
    * IT Automation
    * Compliance
    * Remote Infrastructure Management
    * Hybrid Systems Monitoring
    * Secure Remote Access
   
   View All Solutions
   SolarWinds Hybrid Cloud Observability. Value, integration, and productivity
   for all.
   
   Go from reactive to proactive.
   
   Learn More
   
   Industry
   
    * Small Business
    * Enterprise
    * Education
    * Public Sector
   
   View All Solutions
   Be the first to know when your public or private applications are down, slow,
   or unresponsive.
   
   End user monitoring, hybrid, and simplified.
   
   Learn More
   
   Technology
   
    * Azure
    * Active Directory
    * Cisco
    * Office 365
    * MySQL
    * SQL Diagnostic
   
   View All Solutions
   
 * Support
   Renew Maintenance
   
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   access to instructor-led training.
   
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   Access the Success Center
   
   Find product guides, documentation, training, onboarding information, and
   support articles.
   
    * Access the Success Center
    * Onboarding/Deployment Services
    * Support Offerings
   
   Technical Support
   
   Submit a ticket for technical and product assistance, or get customer service
   help.
   
    * Americas: +1-512-682-9300
    * EMEA: +353 21 5002900
    * APAC: +65 6593 7600
    * Submit a Ticket
    * Supported Versions
    * End of Life Policy
    * End of Life Policy for SaaS Products
   
   Training & Certification
   
   Learn through self-study, instructor-led, and on-demand classes with the
   SolarWinds Academy.
   
    * SolarWinds Academy
    * SolarWinds Certified Professional
   
   Customer Portal
   
   Download the latest product versions and hotfixes. Manage your portal account
   and all your products.
   
    * Access the Customer Portal
 * Community
   THWACK
   
   Connect with more than 150,000+ community members. Get help, be heard by us
   and do your job better using our products.
   
    * View THWACK
   
   Orange Matter
   
   Get practical advice on managing IT infrastructure from up-and-coming
   industry voices and well-known tech leaders.
   
    * View Orange Matter
   
   LogicalRead Blog
   
   Into databases? Find articles, code and a community of database experts.
   
    * View LogicalRead Blog
   
   Secure by Design Resource Center
   
   Get the latest SolarWinds investigation updates, advice from leading
   cybersecurity experts we’re working with, and learn about our Secure by
   Design journey.
   
    * View Resources
 * FREE TRIALS

 * Contact Sales
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 * PRODUCTS
   * OBSERVABILITY
     * SolarWinds Observability
     * Hybrid Cloud Observability
   * Network Management
     * Network Performance Monitor
     * NetFlow Traffic Analyzer
     * Network Configuration Manager
     * IP Address Manager
     * User Device Tracker
     * VoIP & Network Quality Manager
     * Network Automation Manager
     * Log Analyzer
     * Network Topology Mapper
     * Engineer's Toolset
     * ipMonitor
     * Kiwi CatTools
     * Kiwi Syslog Server
     * Network Bandwidth Analyzer Pack
     * Log and Network Performance Pack
     * IP Control Bundle
   * Systems Management
     * Server & Application Monitor
     * Virtualization Manager
     * Storage Resource Monitor
     * ipMonitor
     * Serv-U Managed File Transfer
     * Serv-U Secured FTP
     * Server Configuration Monitor
     * Log Analyzer
     * Access Rights Manager
     * AppOptics
     * Web Performance Monitor
     * Systems Management Bundle
     * Server Performance & Configuration Bundle
     * Log and Systems Performance Pack
     * Application Performance Optimization Pack
     * IT Operations Manager
     * Web Application Monitoring & Performance Pack
   * Database Management
     * Database Performance Analyzer
     * SQL Sentry
     * Database Performance Monitor
     * Database Mapper
     * Task Factory
     * Database Insights for SQL Server
   * IT Service Management
     * Service Desk
     * Web Help Desk
     * Dameware Remote Everywhere
     * Dameware Remote Support
     * Dameware Mini Remote Control
   * Application Management
     * SolarWinds Observability
     * AppOptics
     * Server & Application Monitor
     * Loggly
     * Log Analyzer
     * Papertrail
     * Pingdom
   * IT Security
     * Access Rights Manager
     * Security Event Manager
     * Server Configuration Monitor
     * Patch Manager
     * Identity Monitor
     * Serv-U Managed File Transfer
     * Serv-U Secured FTP
     * Serv-U Gateway
 * Solutions
   * BY NEED
     * Hybrid Cloud Observability
     * Database Management
     * Application Performance Management
     * SolarWinds Orion Platform
     * Network Management
     * IT Asset Management
     * IT Security
     * IT Operations Management
     * IT Help Desk
     * Remote Monitoring
     * Infrastructure
     * IT Service Management
     * IT Automation
     * Compliance
     * Remote Infrastructure Management
     * Hybrid Systems Monitoring
     * Secure Remote Access
   * BY INDUSTRY
     * Small Business
     * Enterprise
     * Education
     * Public Sector
   * BY TECHNOLOGY
     * Azure
     * Active Directory
     * Cisco
     * Office 365
     * MySQL
     * SQL Diagnostic
 * Support
   * Renew Maintenance
     * Renew Maintenance
     * Learn about Auto-Renewal
   * Access the Success Center
     * Access the Success Center
     * Onboarding/Deployment Services
     * Support Offerings
   * Technical Support
     * Americas: +1-512-682-9300
     * EMEA: +353 21 5002900
     * APAC: +65 6593 7600
     * Submit a Ticket
     * Supported Versions
     * End of Life Policy
     * End of Life Policy for SaaS Products
   * Training & Certification
     * SolarWinds Academy
     * SolarWinds Certified Professional
   * Customer Portal
     * Access the Customer Portal
 * Community
   * THWACK
     * View THWACK
   * Orange Matter
     * View Orange Matter
   * LogicalRead Blog
     * View LogicalRead Blog
   * Secure by Design Resource Center
     * View Resources
 * FREE TRIALS
 * Contact Sales
 * Online Quote
 * View All Products View Free Tools

Service Desk
 * Features
   Features
    * IT Asset Management
    * Incident Management
    * Employee Service Portal
    * Chat
    * CMDB Software
    * Change Management
    * Discovery
   
    * ITIL Service Automations
    * Knowledge Base
    * IT Service Catalog
    * Reporting
    * Service Desk Mobile App
    * Problem Management
    * Procurement Tools
   
    * Risk Detection
    * Service Level Management
    * Release Management
    * Benchmarking
    * Internationalization and Localization
    * Dashboards
    * Software License Management
   
   SolarWinds is a 2021 TrustRadius Winner in two categories: IT Asset
   Management and IT Service Management (ITSM)
   View All Features
 * Pricing
   Pricing
    * Pricing/FAQs
    * Get a Quote
    * Compare Plans
   
   View Pricing Info
 * Integrations
   Direct Integrations
    * Dameware Remote Everywhere
    * SolarWinds Orion Platform
    * Jira
    * Google Apps
    * Zendesk
    * Slack
    * Microsoft Teams
    * Zapier
    * NMAP
    * LogMeIn Central
   
    * TeamViewer
    * Harvest
    * GoToAssist
    * Google Analytics
    * Dropbox
    * Microsoft SCCM
    * Microsoft Azure
    * VMware vCenter
    * LogMeIn Rescue
    * Amazon Web Services
   
   SSO Integrations
    * OneLogin
    * Active Directory
    * Azure Active Directory
    * Idaptive
    * Google SSO
    * Okta
   
   Automate alert-to-incident processes with the unified experience of the Orion
   and SolarWinds Service Desk.
   Learn More
   View All Integrations
 * Resources
   Technical Resources
    * Datasheets
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    * Data Security and Certifications
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   Educational Resources
    * Reviews
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    * Case Studies
    * White Papers
    * Infographics
    * Webcasts
    * SolarWinds Service Desk vs. Cherwell
    * SolarWinds Service Desk vs ServiceNow
    * SolarWinds Service Desk vs. Freshservice
    * SolarWinds Service Desk vs. Jira Service Management
    * SolarWinds Academy
   
   Connect with Us
    * SolarWinds Events
    * Blog
    * Service Desk Product Forum
    * Customer Service & Support
   
   View All Resources
 * Log In
 * START FREE TRIAL START FREE TRIAL

Service Desk
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 * Features
   * IT Asset Management
   * Incident Management
   * Employee Service Portal
   * Chat
   * CMDB Software
   * Change Management
   * Discovery
   * ITIL Service Automations
   * Knowledge Base
   * IT Service Catalog
   * Reporting
   * Service Desk Mobile App
   * Problem Management
   * Procurement Tools
   * Risk Detection
   * Service Level Management
   * Release Management
   * Benchmarking
   * Internationalization and Localization
   * Dashboards
   * Software License Management
   * View All Features
 * Pricing
   * Pricing/FAQs
   * Get a Quote
   * Compare Plans
   * View Pricing Info
 * Integrations
   * Dameware Remote Everywhere
   * SolarWinds Orion Platform
   * Jira
   * Google Apps
   * Zendesk
   * Slack
   * Microsoft Teams
   * Zapier
   * NMAP
   * LogMeIn Central
   * TeamViewer
   * Harvest
   * GoToAssist
   * Google Analytics
   * Dropbox
   * Microsoft SCCM
   * Microsoft Azure
   * VMware vCenter
   * LogMeIn Rescue
   * Amazon Web Services
   * OneLogin
   * Active Directory
   * Azure Active Directory
   * Idaptive
   * Google SSO
   * Okta
   * View All Integrations
 * Resources
   * Datasheets
   * Service Desk System Status
   * Data Security and Certifications
   * FAQs
   * Technical Documentation
   * API Documentation
   * Reviews
   * Videos
   * Case Studies
   * White Papers
   * Infographics
   * Webcasts
   * SolarWinds Service Desk vs. Cherwell
   * SolarWinds Service Desk vs ServiceNow
   * SolarWinds Service Desk vs. Freshservice
   * SolarWinds Service Desk vs. Jira Service Management
   * SolarWinds Academy
   * SolarWinds Events
   * Blog
   * Service Desk Product Forum
   * Customer Service & Support
   * View All Resources
 * START FREE TRIAL START FREE TRIAL
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SERVICE DESK A CLOUD-BASED AND AI-POWERED IT SERVICE MANAGEMENT (ITSM) PLATFORM
BUILT TO MAXIMIZE PRODUCTIVITY AND ACCELERATE RESOLUTION WITH LIGHTNING-FAST
TIME TO VALUE

Key Features
 * Comprehensive ITIL-ready platform with incident, problem, release, and change
   management modules and an efficient CMDB for your unique service needs
 * Automation for ticket classification, routing, and correlation and
   self-service capabilities with an assistive knowledge base to increase
   efficiency
 * Incorporates IT asset management (ITAM) for full life cycle management and
   audit history of your hardware, software, licenses, contracts, and more
 * Service catalog to automate processes, manual tasks, and approvals for HR,
   facilities, finance, and other departments providing employee services
 * REST APIs and powerful integrations with SolarWinds® observability solutions,
   ChatOps collaboration tools, and more to plug into your apps
 * Customizable reports, customer satisfaction (CSAT) scores, and service-level
   agreement (SLA) management capabilities for operational insights

Starts at $19 Get a Quote Get a Quote

Per month, per technician, supports unlimited users.

START FREE TRIAL Fully functional for 30 days START FREE TRIAL Fully functional
for 30 days
REQUEST DEMO REQUEST DEMO



FEATURES

INCIDENT MANAGEMENT

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IT ASSET MANAGEMENT

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EMPLOYEE SERVICE PORTAL

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KNOWLEDGE BASE

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PROBLEM MANAGEMENT

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CHANGE MANAGEMENT

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A Service Desk Built Just for You.
Do you find yourself asking…
 * What’s the difference between help desk and service desk?
   
 * What is the IT service desk?
   
 * Where are all these tickets coming from?
   
 * How do I relate tickets to see if I have a problem?
   
 * How do I route service tickets to the right personnel or teams?
   
 * How do I use the knowledge base to increase self-service?
   
 * How do I attach service tickets to IT assets?
   

View All


 * WHAT’S THE DIFFERENCE BETWEEN HELP DESK AND SERVICE DESK?
   
   
   
   When it comes to help desk vs. service desk, there are definite similarities.
   However, under the ITIL framework, the two are different. The first important
   distinction when considering the difference between help desk and service
   desk is its focus. The IT help desk is end-user focused. The IT service desk,
   on the other hand, is both end-user-focused and internally focused.
   
   The help desk deals with individual user questions, issues, and problems
   under the purview of the service desk. The help desk works for ticket
   resolution. In other words, IT help desks are tactical because they’re in
   place to solve problems as they arise. The help desk troubleshoots or
   resolves the issue for the user then closes the ticket, thus ending their
   responsibility in the matter.
   
   The service desk isn't just a renamed help desk, but rather acts as a point
   of contact for service requests, problem management, and configuration
   changes. The service desk is more focused on enabling business processes and
   providing integrated support for business impact with a focus on more
   formalized integrated business processes. The service desk also adapts to
   changing needs in the workplace and helps the help desk adapt, too.
   
   Larger companies with lots of users and a complex IT infrastructure need both
   a help desk to address individual user issues and an all-encompassing service
   desk to oversee the lay of the land.
   
   
   
   


 * WHAT IS THE IT SERVICE DESK?
   
   
   
   The IT service desk has an overarching goal of improving IT processes,
   monitoring and assessing current processes and trends, and looking for
   opportunities for IT processes to run more efficiently. The goal of the IT
   service desk is to restore the end user to productivity, using problem
   resolution, end-user education, or sometimes generating a workaround. To do
   this optimally, it has to understand the end-user experience and meet the end
   user where they are technologically.
   
   The IT service desk is responsible for tracking tickets and identifying
   recurring issues and problems that need to be resolved once and for all. And,
   by keeping services up to date with current technologies, the service desk
   assures services work properly.
   
   As the service desk becomes more integrated with overall business practices,
   service desk software has had to learn to integrate nicely with other
   software used throughout the enterprise.
   
   
   
   


 * WHERE ARE ALL THESE TICKETS COMING FROM?
   
   
   
   In any business, there are many different types of service desk requests,
   each of which must be handled in a specific way.  Employees can’t spend time
   refreshing email and waiting for a response to a service desk ticket critical
   to their business productivity.
   
   It’s important to source every ticket or incident to an origin, including the
   portal, chat, email, API call, or manual entry by a technician. With
   SolarWinds Service Desk, you have one place to streamline and organize the
   tickets and requests coming in through different mediums, including email,
   phone calls, a customized Service Portal, and even the occasional (or
   extremely frequent) walk up.
   
   
   
   


 * HOW DO I RELATE TICKETS TO SEE IF I HAVE A PROBLEM?
   
   
   
   Sometimes the service desk (or service desk software) notes several incidents
   of the same nature in different departments that keep repeating despite
   troubleshooting. IT logs problems, categorizes them, and prioritizes them.
   They investigate and diagnose and develop a workaround. Service desk software
   should provide a robust ticketing system, with automation in place to speed
   up the identification, logging, categorization, prioritization, and diagnosis
   of problems.
   
   Problems are IT's long-term pains and “hard-to-diagnose” challenges. They can
   be long-term conundrums without clear answers, and sometimes, no one is 100
   percent sure who's in charge of fixing them. Good problem management,
   however, prevents many incidents, and a service desk software should equip
   you to address both.
   
   SolarWinds Service Desk can help you follow ITIL best practices with
   escalation of incidents built in to the service desk, so a ticket can quickly
   move to a potential problem or be associated to an upcoming change or
   release.
   
   
   
   


 * HOW DO I ROUTE SERVICE TICKETS TO THE RIGHT PERSONNEL OR TEAMS?
   
   
   
   Many departments may have their own internal processes, how-to documentation,
   and other resources, but these can be difficult to manage and difficult for
   employees to access if not centralized in a single platform. Streamline
   ticket routing by building the rules in your SolarWinds Service Desk to get
   tickets and requests to the right individuals and teams quickly. This removes
   ticket routing bottlenecks, resolving tickets and requests faster.
   
   Maybe your organization has different incident management protocols based on
   the category (or department) the ticket originates. Route tickets by
   categories such as application support, hardware support, HR or benefits, or
   facility requests to make sure your ticket isn’t spending time going through
   the wrong channels. Get it to where it needs to be immediately.
   
   Automated routing, ticket escalations, status updates, workflows, approval
   notifications, and SLA breach protocols have proven valuable in IT. If
   there’s any scenario where “if a, then b” should always be true, you can
   create a ticket automation rule to get the ticket into the right hands for
   efficient and fast support.
   
   
   
   


 * HOW DO I USE THE KNOWLEDGE BASE TO INCREASE SELF-SERVICE?
   
   
   
   The knowledge base helps cut down time wasted on repetitive tickets, which is
   a huge benefit to service providers. Whether it’s a password reset, a change
   to a 401(k) contribution, or a request to book a conference room, your
   organization can create a knowledge database within your service desk to
   answer questions. When repeat questions come in, there’s no need to retype
   the solution over and over again; just point, click, and send a solutions
   article. When an article needs an update, you can grant service providers the
   ability to submit changes for approval.
   
   Fully customize your SolarWinds Service Desk knowledge base with step-by-step
   articles and tutorials, including images, videos, and links. This smart tech
   can empower both your employees to resolve tickets on their own or give your
   IT pros quick articles to send out at the click of a button.
   
   Give your employees complete transparency into the status of their tickets
   and requests. Through the SolarWinds Service Desk employee service portal (or
   email), your employees can comment on tickets and participate in the
   resolution by completing approvals and tasks associated to their requests.
   
   
   
   


 * HOW DO I ATTACH SERVICE TICKETS TO IT ASSETS?
   
   
   
   In today’s environment, IT asset management and service desk should live in a
   unified state. Employees and their assets are attached from the day they
   begin work at your organization, and the data from both can easily help
   connect you to their needs quickly. Practically every ticket or request
   involves a user and one of their devices. Often, the issue will involve an
   application, software, or tool. By attaching all this data in one solution,
   you can easily connect employees with self-service, better plan for changes,
   and deliver faster solutions.
   
   By unifying service desk and IT asset management (ITAM) capabilities, your
   organization can take a more comprehensive approach to tracking technology
   investments to incorporate service and repair activities into each asset’s
   history. Fully integrated IT asset management capabilities allow you to
   capture over 200 data points and continually monitor your computer and server
   inventory within the SolarWinds Service Desk, and gain a consolidated view on
   what’s loaded on the devices, who owns them, and where they’re located.
   
   SolarWinds Discovery integrates with Service Desk and gives IT pros a
   complete and accurate picture of their software and hardware infrastructure.
   These insights allow you to proactively address potential risks to IT
   services availability.
   
   
   
   
   

What’s the difference between help desk and service desk?


When it comes to help desk vs. service desk, there are definite similarities.
However, under the ITIL framework, the two are different. The first important
distinction when considering the difference between help desk and service desk
is its focus. The IT help desk is end-user focused. The IT service desk, on the
other hand, is both end-user-focused and internally focused.

The help desk deals with individual user questions, issues, and problems under
the purview of the service desk. The help desk works for ticket resolution. In
other words, IT help desks are tactical because they’re in place to solve
problems as they arise. The help desk troubleshoots or resolves the issue for
the user then closes the ticket, thus ending their responsibility in the matter.

The service desk isn't just a renamed help desk, but rather acts as a point of
contact for service requests, problem management, and configuration changes. The
service desk is more focused on enabling business processes and providing
integrated support for business impact with a focus on more formalized
integrated business processes. The service desk also adapts to changing needs in
the workplace and helps the help desk adapt, too.

Larger companies with lots of users and a complex IT infrastructure need both a
help desk to address individual user issues and an all-encompassing service desk
to oversee the lay of the land.




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What is the IT service desk?


The IT service desk has an overarching goal of improving IT processes,
monitoring and assessing current processes and trends, and looking for
opportunities for IT processes to run more efficiently. The goal of the IT
service desk is to restore the end user to productivity, using problem
resolution, end-user education, or sometimes generating a workaround. To do this
optimally, it has to understand the end-user experience and meet the end user
where they are technologically.

The IT service desk is responsible for tracking tickets and identifying
recurring issues and problems that need to be resolved once and for all. And, by
keeping services up to date with current technologies, the service desk assures
services work properly.

As the service desk becomes more integrated with overall business practices,
service desk software has had to learn to integrate nicely with other software
used throughout the enterprise.




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Where are all these tickets coming from?


In any business, there are many different types of service desk requests, each
of which must be handled in a specific way.  Employees can’t spend time
refreshing email and waiting for a response to a service desk ticket critical to
their business productivity.

It’s important to source every ticket or incident to an origin, including the
portal, chat, email, API call, or manual entry by a technician. With SolarWinds
Service Desk, you have one place to streamline and organize the tickets and
requests coming in through different mediums, including email, phone calls, a
customized Service Portal, and even the occasional (or extremely frequent) walk
up.




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How do I relate tickets to see if I have a problem?


Sometimes the service desk (or service desk software) notes several incidents of
the same nature in different departments that keep repeating despite
troubleshooting. IT logs problems, categorizes them, and prioritizes them. They
investigate and diagnose and develop a workaround. Service desk software should
provide a robust ticketing system, with automation in place to speed up the
identification, logging, categorization, prioritization, and diagnosis of
problems.

Problems are IT's long-term pains and “hard-to-diagnose” challenges. They can be
long-term conundrums without clear answers, and sometimes, no one is 100 percent
sure who's in charge of fixing them. Good problem management, however, prevents
many incidents, and a service desk software should equip you to address both.

SolarWinds Service Desk can help you follow ITIL best practices with escalation
of incidents built in to the service desk, so a ticket can quickly move to a
potential problem or be associated to an upcoming change or release.




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How do I route service tickets to the right personnel or teams?


Many departments may have their own internal processes, how-to documentation,
and other resources, but these can be difficult to manage and difficult for
employees to access if not centralized in a single platform. Streamline ticket
routing by building the rules in your SolarWinds Service Desk to get tickets and
requests to the right individuals and teams quickly. This removes ticket routing
bottlenecks, resolving tickets and requests faster.

Maybe your organization has different incident management protocols based on the
category (or department) the ticket originates. Route tickets by categories such
as application support, hardware support, HR or benefits, or facility requests
to make sure your ticket isn’t spending time going through the wrong channels.
Get it to where it needs to be immediately.

Automated routing, ticket escalations, status updates, workflows, approval
notifications, and SLA breach protocols have proven valuable in IT. If there’s
any scenario where “if a, then b” should always be true, you can create a ticket
automation rule to get the ticket into the right hands for efficient and fast
support.




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How do I use the knowledge base to increase self-service?


The knowledge base helps cut down time wasted on repetitive tickets, which is a
huge benefit to service providers. Whether it’s a password reset, a change to a
401(k) contribution, or a request to book a conference room, your organization
can create a knowledge database within your service desk to answer questions.
When repeat questions come in, there’s no need to retype the solution over and
over again; just point, click, and send a solutions article. When an article
needs an update, you can grant service providers the ability to submit changes
for approval.

Fully customize your SolarWinds Service Desk knowledge base with step-by-step
articles and tutorials, including images, videos, and links. This smart tech can
empower both your employees to resolve tickets on their own or give your IT pros
quick articles to send out at the click of a button.

Give your employees complete transparency into the status of their tickets and
requests. Through the SolarWinds Service Desk employee service portal (or
email), your employees can comment on tickets and participate in the resolution
by completing approvals and tasks associated to their requests.




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How do I attach service tickets to IT assets?


In today’s environment, IT asset management and service desk should live in a
unified state. Employees and their assets are attached from the day they begin
work at your organization, and the data from both can easily help connect you to
their needs quickly. Practically every ticket or request involves a user and one
of their devices. Often, the issue will involve an application, software, or
tool. By attaching all this data in one solution, you can easily connect
employees with self-service, better plan for changes, and deliver faster
solutions.

By unifying service desk and IT asset management (ITAM) capabilities, your
organization can take a more comprehensive approach to tracking technology
investments to incorporate service and repair activities into each asset’s
history. Fully integrated IT asset management capabilities allow you to capture
over 200 data points and continually monitor your computer and server inventory
within the SolarWinds Service Desk, and gain a consolidated view on what’s
loaded on the devices, who owns them, and where they’re located.

SolarWinds Discovery integrates with Service Desk and gives IT pros a complete
and accurate picture of their software and hardware infrastructure. These
insights allow you to proactively address potential risks to IT services
availability.




Close

View All


SERVICE DESK IS AN INDUSTRY FAVORITE. HANDS DOWN.

“SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve
gone from six different platforms to one. It brings our departments much closer
together.”

Gilad Vinitsky
CTO
The BLOC

Read the case study
Read the case study

“(Solarwinds Service Desk) makes the DPR business run smoother by turning what
might have taken a seven, eight, or ten step process into a one or two step
process.”

Carter Whitley
Endpoint Engineer
DPR Construction

Watch the video
Watch the video

“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.”

Andrew Eardley-Day
ITSM Systems Administrator
Betfred

Read the case study
Read the case study

"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

Read the case study
Read the case study

“SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve
gone from six different platforms to one. It brings our departments much closer
together.”

Gilad Vinitsky
CTO
The BLOC

Read the case study
Read the case study

“(Solarwinds Service Desk) makes the DPR business run smoother by turning what
might have taken a seven, eight, or ten step process into a one or two step
process.”

Carter Whitley
Endpoint Engineer
DPR Construction

Watch the video
Watch the video

“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.”

Andrew Eardley-Day
ITSM Systems Administrator
Betfred

Read the case study
Read the case study

"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

Read the case study
Read the case study

“SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve
gone from six different platforms to one. It brings our departments much closer
together.”

Gilad Vinitsky
CTO
The BLOC

Read the case study
Read the case study

“(Solarwinds Service Desk) makes the DPR business run smoother by turning what
might have taken a seven, eight, or ten step process into a one or two step
process.”

Carter Whitley
Endpoint Engineer
DPR Construction

Watch the video
Watch the video

“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.”

Andrew Eardley-Day
ITSM Systems Administrator
Betfred

Read the case study
Read the case study


SERVICE DESK INTEGRATIONS

Enhance Your Service Desk and Asset Management Solution by Integrating With the
Business Applications Supporting Your Organization


SOLARWINDS HYBRID CLOUD OBSERVABILITY




SOLARWINDS HYBRID CLOUD OBSERVABILITY

Drive efficiency and accuracy by automatically converting alerts into tickets

Learn More


DAMEWARE REMOTE EVERYWHERE




DAMEWARE REMOTE EVERYWHERE

Resolve employee issues faster by integrating Dameware Remote Everywhere.

Learn More


MICROSOFT TEAMS




MICROSOFT TEAMS

Integration with Teams for service delivery to boost flexibility and
collaboration

Learn More


SLACK




SLACK

Integration with Slack for service delivery to boost flexibility and
collaboration

Learn More


OPEN REST API




OPEN REST API

Build custom integrations that support your individual business needs.

Learn More

VIEW ALL INTEGRATIONS


TAKE THE NEXT STEP

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for 30 days
GET A QUOTE GET A QUOTE
Let’s talk it over.
Contact our team. Anytime.
1-888-250-8971
itsmsales@solarwinds.com

We’re Geekbuilt.®

Developed by network and systems engineers who know what it takes to manage
today's dynamic IT environments, SolarWinds has a deep connection to the IT
community.

The result? IT management products that are effective, accessible, and easy to
use.

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