SolarWinds ITSM Service Desk

Top Features

• Service request management

  This ITSM practice is focused on supporting the agreed quality of service in an effective and user-friendly manner. Service requests have standardized procedures ranging from a simple system password reset to requesting access to a resource like a file or a folder. These requests are pre-defined with a formalized process for initiation, approval, and fulfillment.

• Incident management

  In ITSM terminology, an incident is an unplanned interruption that obstructs routine IT operations or degrades services. Incident management requires building a cohesive strategy to identify and respond to such outages with the quick restoration of services, so it doesn't affect end users significantly.

• Problem management

  This practice tackles the impact and likelihood of incidents by homing in on the actual and potential root cause while managing workarounds. While problems cause incidents, problem management helps teams investigate and analyze the problems to develop documentation, solutions, and long-term resolutions to prevent future occurrences.

• Change management

  As a function of ITSM, change management enables businesses to effectively add, remove, or modify anything that could impact IT services. Change management or change control helps organizations respond to change requests by introducing standardized workflows and protocols to ensure risks across their environment have been assessed for changes to proceed.

• IT asset management (ITAM)

  This practice generally encompasses all hardware, software, networking devices, and non-IT assets involved in business operations. ITAM is intended to help organizations plan and manage the full lifecycle of devices and includes the acquisition, operation, care, and disposal of organizational assets.

• Configuration management

  This ITSM practice focuses on gathering and managing precise, reliable data about service configurations and related items, like CIs. Tracking CIs and their relationships in a CMDB enhances visibility and aids in addressing infrastructure issues or changes.

• Knowledge management

  This ensures on-demand availability of information and knowledge to stakeholders. As an ITSM practice, knowledge management involves the maintenance and continual improvement or review of knowledge and information to ensure its effectiveness and relevance.

• Capacity and performance management

  This practice allows organizations to improve the availability of critical IT resources and ensure services address their ongoing and future needs. As part of ITSM, it supports service desk teams in addressing incidents and problems concerning capacity.

• Service level management

  This creates a mutual agreement between IT service providers and end users regarding the minimum expected level of service and the types of services offered. These requirements are generally documented in a service level agreement (SLA), serving as a contract articulating the agreed-upon business targets for service delivery to be assessed, monitored, and managed against.