SolarWinds Service Desk Overview

Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

Use Cases

Customers recommend Helpdesk Management, Workflow Management, Knowledge Management, as the business use cases that they have been most satisfied with while using SolarWinds Service Desk.

Other use cases:

  • Contract Management
  • Customer Feedback Management
  • Communication Management
  • Training & Onboarding
  • Engagement Management
  • Social Media Management
  • Collaboration
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Business Priorities

Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using SolarWinds Service Desk.

Other priorities:

  • Improve Internal Communications
  • Improve ROI
  • Manage Risk
  • Improve Visibility
  • Acquire Customers
  • Launch New Products
  • Improve Efficiency
  • Improve Consistency
  • Increase Sales & Revenue
  • Shorten Ramp Up Time
  • Establish Thought Leadership
See all business priorities See less business priorities

SolarWinds Service Desk Use-Cases and Business Priorities: Customer Satisfaction Data

SolarWinds Service Desk works with different mediums / channels such as User Generated Content. and Blogs.

SolarWinds Service Desk's features include Ticketing, Alerts: Popups & Notifications, Dashboard, etc. and SolarWinds Service Desk support capabilities include Phone Support, Chat Support, Email Support, etc. also SolarWinds Service Desk analytics capabilities include Analytics, and Custom Reports.

Reviews

"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

SolarWinds Service Desk, NinjaOne (formerly NinjaRMM), Giva, Cayzu Help Desk, Vision Helpdesk, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for SolarWinds Service Desk

Top Industries

  • Education
  • Information Technology and Services
  • Computer Software

Popular in

  • Mid Market
  • Enterprise
  • Small Business

SolarWinds Service Desk is popular in Education, Information Technology And Services, and Computer Software and is widely used by Mid Market, Enterprise, and Small Business.

Comprehensive Insights on SolarWinds Service Desk Use Cases

What benefits does SolarWinds Service Desk offer for Helpdesk Management?

How does SolarWinds Service Desk facilitate Workflow Management?

What makes SolarWinds Service Desk ideal for Knowledge Management?

What Are the key features of SolarWinds Service Desk for Contract Management?

How does SolarWinds Service Desk address your Customer Feedback Management Challenges?

11 buyers and buying teams have used Cuspera to assess how well SolarWinds Service Desk solved their Help Desk needs. Cuspera uses 6575 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
SolarWinds Service Desk testimonial

Andrew Eardley-Day

ITSM Systems Administrator

Betfred

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. Testimonial By Andrew Eardley-Day
SolarWinds Service Desk testimonial

Yagoba Gutierrez

Director of Information Systems

Lucania Gestión

Before SolarWinds Service Desk, it was like I was floating in the ocean and SolarWinds Service Desk was my life raft . . . and it saved my life. Testimonial By Yagoba Gutierrez
SolarWinds Service Desk testimonial

Stephen Jacobs

Director of IT

Great Oaks

We cut our service desk software and support budget by 75 percent. It was half the cost of the ServiceNow framework and extremely more robust, which helps us save on building and maintaining new features. Testimonial By Stephen Jacobs
CUSTOMERS TESTIMONIALS
SolarWinds Service Desk testimonial

Andrew Eardley-Day

ITSM Systems Administrator

Betfred

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. Testimonial By Andrew Eardley-Day
SolarWinds Service Desk testimonial

Yagoba Gutierrez

Director of Information Systems

Lucania Gestión

Before SolarWinds Service Desk, it was like I was floating in the ocean and SolarWinds Service Desk was my life raft . . . and it saved my life. Testimonial By Yagoba Gutierrez
SolarWinds Service Desk testimonial

Stephen Jacobs

Director of IT

Great Oaks

We cut our service desk software and support budget by 75 percent. It was half the cost of the ServiceNow framework and extremely more robust, which helps us save on building and maintaining new features. Testimonial By Stephen Jacobs

Case Studies

Food & Beverages

Case Study Goya

How Global Organization Uses Service Desk to Put Employees First

Education

Case Study Ringling College of Art and Design

How Ringling College of Art and Design Gets Creative in the IT Service Catalog

Utilities

Case Study Yorkshire Water

How Two Service Desk Admins Deliver Quality Services to 6,000 Employees

Insurance

Case Study FirstCare Health Plans

Learn about FirstCare Health Plans: Benefits of Unified IT Asset Management and Service Desk Extend Beyond IT

Education

Case Study Great Oaks

Learn about Cutting Support and Maintenance Costs Out of the Box with Service Desk

Financial Services

Case Study Lucania Gestión

Samanage Provides Life Raft to Sinking IT Asset Management at Lucania Gestión

Video

How to Create an Easy-to-Navigate Employee Portal | SolarWinds Service Desk

Video Thumbnail

Frequently Asked Questions(FAQ)

for SolarWinds Service Desk

What is SolarWinds Service Desk?

SolarWinds Service Desk is an IT Service Desk Software that enables modern organizations worldwide to deliver a superior service experience to their employees. It helps enterprises manage IT complexity, scale IT support services, and increase security within the service desk.

It offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done. It advanced ITSM capabilities that meet the heightened security expectations of modern enterprises and improve key service management processes for employees.

Key features include incident management consolidates, manages, and prioritizes incoming tickets, service catalog standardizes service request and fulfillment processes, 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, and more. It is a fully integrated service desk and asset management solution utilizing a SaaS/multi-tenant platform, allowing internal service providers to streamline process improvement and greater productivity.

What is SolarWinds Service Desk used for?

SolarWinds Service Desk is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Scale Best Practices by Helpdesk Management, Workflow Management and Knowledge Management .

What are the top features of SolarWinds Service Desk?

Ticketing, Alerts: popups & Notifications and Dashboard are some of the top features of SolarWinds Service Desk.

Who uses SolarWinds Service Desk?

SolarWinds Service Desk is used by Education, Information Technology And Services and Computer Software among other industries.

What are SolarWinds Service Desk alternatives?

NinjaOne (Formerly NinjaRMM), Giva, Cayzu Help Desk and Vision Helpdesk are popular alternatives for SolarWinds Service Desk.

Where is SolarWinds Service Desk located?

SolarWinds Service Desk is headquartered at 7171 Southwest Pkwy, Austin, Texas 78735, US.
lightning

Peers used SolarWinds Service Desk for helpdesk management and workflow management

SolarWinds Service Desk Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.41/5 ★

Read Reviews (14)
Analytics

4.76/5 ★

Read Reviews (59)
Custom Reports

3.60/5 ★

Read Reviews (710)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.41/5 ★

Read Reviews (14)
Analytics

4.76/5 ★

Read Reviews (59)
Custom Reports

3.60/5 ★

Read Reviews (710)

SolarWinds Service Desk Integrations

SolarWinds Service Desk integrates with a wide range of software applications through its robust data import and export capabilities.

Data Export

4.37/5 ★

Read Reviews (237)
Data Import

3.55/5 ★

Read Reviews (657)

Software Failure Risk Guidance

?

for SolarWinds Service Desk

Overall Risk Meter

Low Medium High

Top Failure Risks for SolarWinds Service Desk

SolarWinds News

Company

SEC settles with SolarWinds and its CISO over 2020 breach

The SEC has settled its lawsuit with SolarWinds and its former CISO, Timothy G. Brown, over allegations of misleading investors about cybersecurity practices during the 2020 Sunburst attack. The settlement, which is still being finalized, follows a court ruling that allowed the SEC to pursue claims against Brown for securities fraud related to misleading security statements. The case highlights the potential for executive accountability in cybersecurity breaches.

Awards

SolarWinds Recognized in 2025 Gartner Magic Quadrant for ...

SolarWinds has been recognized as a Niche Player in the 2025 Gartner Magic Quadrant for Observability Platforms. This recognition highlights SolarWinds' capabilities in providing comprehensive observability solutions, including ingesting and analyzing telemetry, and supporting both cloud and on-premises environments. Recent enhancements include AI-powered features like Root Cause Assist and expanded hybrid IT awareness.

Partnership

SolarWinds Reduces Cloud Migration Timelines and Costs With AWS Program - Business Wire

SolarWinds has joined the AWS Workload Migration program to accelerate cloud migration for its customers. This collaboration enables organizations to reduce migration timelines and costs while enhancing cloud management and observability using SolarWinds IT management software on AWS. The initiative targets enterprises seeking efficient, secure cloud transitions and improved operational visibility.

Executive

SolarWinds Appoints Tim Karaca as Chief Financial Officer

SolarWinds has named Tim Karaca as its new chief financial officer. Karaca will oversee financial strategy and operations, bringing experience in technology sector finance leadership to support SolarWinds' growth and operational goals.

SolarWinds Profile

Company Name

SolarWinds

Company Website

https://www.fileplan.com/

HQ Location

7171 Southwest Pkwy, Austin, Texas 78735, US

Employees

1001-5000

Social

Financials

M&A