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* PRODUCTS
* OBSERVABILITY
* Network Management
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* All Products
SolarWinds Hybrid Cloud Observability offers organizations of all sizes and
industries a comprehensive, integrated, and cost-effective full-stack
solution. Hybrid Cloud Observability empowers organizations to optimize
performance, ensure availability, and reduce remediation time across
on-premises and multi-cloud environments by increasing visibility,
intelligence, and productivity.
SOLARWINDS HYBRID CLOUD OBSERVABILITY
* Product Details
* Pricing
RESOURCES
* Secure By Design
View SolarWinds Hybrid Cloud Observability Features
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 simplifed.
Learn More
Modernize your service desk with cloud-based platform intelligent ticketing,
service management, configuration management, asset management, knowledge
base and portal, as well secure remote support. An intuitive, integrated, and
automated ITIL-ready IT service management (ITSM) solution that optimizes
productivity.
Products
* Service Desk
Cloud Based ITSM Application including Employee Service Management,
Incident and Change Management and IT Asset Management. Integrates with
Dameware Remote Everywhere and the Orion Platform.
* Web Help Desk
Basic On-Premises ticketing software to help manage tickets from request
to resolution. Integrates with Dameware Remote Support and the Orion
Platform.
* 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
* 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.
* Web Performance Monitor
Web application performance monitoring from inside the firewall.
View All Application Management Products
AppOptics: Next-gen SaaS-based application performance & infrastructure
monitoring.
Accelerates the identification and getting to the root cause of application
performance issues.
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
(formerly Log & 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
* OBSERVABILITY
* CHALLENGE
* Role
* Technology
* Remote Monitoring
Solutions
* Hybrid Cloud Observability
* Accelerate Savings
* Deliver Value
* Improve User Experience
* Modernize IT Agility
* Resolve Issues Faster
SolarWinds Hybrid Cloud Observability. Value, integration, and productivity
for all.
Go from reactive to proactive.
Learn more
Solutions
* Network Solutions
* IT Security Solutions
* Hybrid Systems Monitoring
* Enterprise Solutions
* Infrastructure Management Solutions
* IT Asset Management
* SolarWinds Orion Platform
* Database Management
* Application Performance Management
* Compliance Solutions
* Scalability Solutions
* Software Defined Solutions
* Customer Success
* IT Automation Software
* IT Cost Optimization
* IT Agility
* Education IT Solutions
* Small Business Solutions
* Hybrid End-User Monitoring
Be the first to know when your public or private applications are down, slow,
or unresponsive.
End user monitoring, hybrid, and simplified.
Learn More
Solutions
* IT Operations Solutions
* IT Help Desk Solutions
* IT Service Desk Solutions
* ITSM Solutions
* ITIL Solutions
* Enterprise Help Desk Solutions
* Global System Integrators
Solutions
* Office 365 Solutions
* Active Directory
* Azure Cloud Solutions
* Cisco Solutions
* SQL Server Diagnostics
* MySQL Solutions
* Postgres Solutions
* DigitalOcean Application Solutions
* Azure SQL Solutions
Solutions
* Remote Monitoring Solutions
* Remote Infrastructure Management Solutions
* Secure Remote Access Solutions
* Support Remote Workforce Solutions
* Business Continuity Solutions
* User Experience Monitoring Solutions
* Hybrid Systems Monitoring
* Support
Renew Maintenance
Renew to download the latest product features, get 24/7 tech support, and
access to instructor-led training.
* Renew Maintenance
* Learn about Auto-Renewal
Access the Success Center
Find product guides, documentation, training, onboarding information, and
support articles.
* Access the Success Center
* SmartStart Onboarding
* 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: +61 2 8412 4900
* Submit a Ticket
* Supported Versions
* End of Life Policy
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
* Online Quote
*
* PRODUCTS
* OBSERVABILITY
* Product Details
* Pricing
* Secure By Design
* 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
* AppOptics
* Server & Application Monitor
* Loggly
* Log Analyzer
* Papertrail
* Pingdom
* Web Performance Monitor
* 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
* OBSERVABILITY
* Hybrid Cloud Observability
* Accelerate Savings
* Deliver Value
* Improve User Experience
* Modernize IT Agility
* Resolve Issues Faster
* CHALLENGE
* Network Solutions
* IT Security Solutions
* Hybrid Systems Monitoring
* Enterprise Solutions
* Infrastructure Management Solutions
* IT Asset Management
* SolarWinds Orion Platform
* Database Management
* Application Performance Management
* Compliance Solutions
* Scalability Solutions
* Software Defined Solutions
* Customer Success
* IT Automation Software
* IT Cost Optimization
* IT Agility
* Education IT Solutions
* Small Business Solutions
* Hybrid End-User Monitoring
* Role
* IT Operations Solutions
* IT Help Desk Solutions
* IT Service Desk Solutions
* ITSM Solutions
* ITIL Solutions
* Enterprise Help Desk Solutions
* Global System Integrators
* Technology
* Office 365 Solutions
* Active Directory
* Azure Cloud Solutions
* Cisco Solutions
* SQL Server Diagnostics
* MySQL Solutions
* Postgres Solutions
* DigitalOcean Application Solutions
* Azure SQL Solutions
* Remote Monitoring
* Remote Monitoring Solutions
* Remote Infrastructure Management Solutions
* Secure Remote Access Solutions
* Support Remote Workforce Solutions
* Business Continuity Solutions
* User Experience Monitoring Solutions
* Hybrid Systems Monitoring
* Support
* Renew Maintenance
* Renew Maintenance
* Learn about Auto-Renewal
* Access the Success Center
* Access the Success Center
* SmartStart Onboarding
* Support Offerings
* Technical Support
* Americas: +1-512-682-9300
* EMEA: +353 21 5002900
* APAC: +61 2 8412 4900
* Submit a Ticket
* Supported Versions
* End of Life Policy
* 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
* 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
* Service Desk System Status
* Data Security and Certifications
* FAQs
* Technical Documentation
* API Documentation
Educational Resources
* 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
Connect with Us
* SolarWinds Events
* Blog
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* Customer Service & Support
View All Resources
* Log In
* START FREE TRIAL EMAIL LINK TO TRIAL
Service Desk
Toggle navigation Menu
* 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
* 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 EMAIL LINK TO TRIAL
* Log In
SERVICE DESK A MODERN IT SERVICE MANAGEMENT (ITSM) SOLUTION TO ELIMINATE
BARRIERS TO EMPLOYEE SUPPORT SERVICES
Key Features
* Incident management consolidates, manages, and prioritizes incoming tickets.
* Service catalog standardizes service request and fulfillment processes.
* Fully integrated IT asset management compiles hardware, software, POs, and
more.
* Service portal for users to have a single place to submit tickets and
requests.
* Change management to plan, review, and implement changes quickly and
successfully.
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
* Use Cases
* Customer Reviews
* Integrations
FEATURES
INCIDENT MANAGEMENT
Learn More
IT ASSET MANAGEMENT
Learn More
EMPLOYEE SERVICE PORTAL
Learn More
KNOWLEDGE BASE
Learn More
PROBLEM MANAGEMENT
Learn More
CHANGE MANAGEMENT
Learn More
View All
1.
2.
3.
4.
5.
6.
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.
Close
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.
Close
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.
Close
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.
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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 over
200 Cloud Applications.
SOLARWINDS ORION PLATFORM
SOLARWINDS ORION PLATFORM
Drive efficiency through automated incident creation between Orion and Service
Desk.
Learn More
MICROSOFT SCCM
MICROSOFT SCCM
Automatically populate SCCM asset data directly into SolarWinds Service Desk.
Learn More
DAMEWARE REMOTE EVERYWHERE
DAMEWARE REMOTE EVERYWHERE
Resolve employee issues faster by integrating Dameware Remote Everywhere.
Learn More
AZURE ACTIVE DIRECTORY
AZURE ACTIVE DIRECTORY
Use Azure AD for SSO and user provisioning in SolarWinds Service Desk.
Learn More
ONELOGIN
ONELOGIN
Use OneLogin or your corporate intranet to securely log users in.
Learn More
VIEW ALL INTEGRATIONS
TAKE THE NEXT STEP
START FREE TRIAL START FREE TRIAL
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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