SolarWinds® ITSM Service Desk

Improve agent efficiency and user experience through better ITIL incident management

• Incident Management within SolarWinds Service Desk provides better ticket creation, routing, management, and remediation methods. Tightly connected to the Knowledge Base capabilities and powered by AI, it even provides ticket deflection capabilities, helping your end-users self-serve the answers they need.

Resolve tickets before they’re even opened

• The easiest incidents to resolve are the ones that never get opened. Agents get inundated with low-critical tickets every day. Our incident management system leverages AI to integrate with the knowledge base to suggest articles to end-users while they are creating tickets. Our Virtual Agent, an , also helps end-users find knowledge base articles for their most common problems.

Boost employee performance - doing more with less

• Most companies have more incidents, requests, and tickets than agents can effectively handle, leaving some tickets never resolved, SLAs missed, and employees feeling overworked. SolarWinds Service Desk puts your agents at the center of their work, from agent-customizable incident overview screens, live agent collaboration on tickets, AI-recommended fixes, and multi-ticket resolution.

Automate IT incident management across your company

• Automating IT services will allow your organization to operate more quickly and meet employee service demands in a unified way. The right incident management software gives your service and support teams automated rules to eliminate simple tasks, route tickets to the right people, and resolve incidents faster—and the quicker you get your resources aligned, the faster a ticket can be closed. Automated incident tracking software gives your business time back, so you can focus on what really matters.

Best practices of the ITIL framework through incident management software

• Since ITIL is a framework, ITIL best practices adoption varies from organization to organization. Still, best practices can benefit most organizations, including encouraging service requests over break-fix incident tickets and automating the incident creation, updating, routing, and closing processes.

Consolidate your assets with a unified IT asset management dashboard

• Consolidating assets across your organization can enable you to drive consistent IT asset management. Through a single pane of glass, you can observe your technology assets, their functionality, and their role in your server.

Automate risk detection by using asset management tools

• Ensure your company is (and remains) compliant with software licenses by automating risk detections on your employees’ devices. Service Desk is built to allow you to monitor licenses actively being used and can compare them to the licenses your organization has purchased.

Leverage IT asset management to align assets with incidents

• Get the full picture of your asset life cycles by aligning incidents to affected assets through an integrated service desk. Service Desk’s REST API technology is designed to allow you to integrate your ticketing process with your asset inventory, which can automatically suggest connections between user issues and asset items. Ticket resolution using SolarWinds Service Desk can also allow you to more easily evaluate break-fixes and changes by automatically capturing and gathering each asset’s incident history.

Automatically discover current assets for better IT asset management

• With SolarWinds Service Desk, there’s no need to create long spreadsheets of asset data that require continual updates that are subject to human error. The Discovery Scanner feature is built to collect data on your IP-connected devices, which can provide a highly scalable asset inventory. After setup, Discovery Scanner can continuously monitor your network and make automatic updates to your inventory as it evolves.

Create a centralized overview of asset configurations

• Asset discovery is just the first step of asset lifecycle management. For a holistic management process, you should also understand the functional relationship among your assets. Configuration Management Database (CMDB) can offer a centralized view of your asset configuration to more easily avoid disruptions and understand how the rest of your system is affected when nodes are changed or replaced.

Improve productivity by implementing an employee service portal

• Choose a help desk software to make the service request process as straightforward and painless as possible for both employees and technicians. By submitting requests through the SolarWinds® Service Desk employee service portal, employees gain helpful visibility. They can easily track the progress of their tickets and understand the SLAs attached to their requests. This lets them get back to their jobs with peace of mind.

Automatically collect information for data-driven service delivery

• Not only is SolarWinds Service Desk portal easy for employees to navigate, but it goes further by offering technicians the unique opportunity to collect and store all the pinpointed information they need to quickly deliver services. With Service Desk you can customize your service catalog and incident submissions to ensure you always have the right information at your fingertips. With a data-driven approach, you can speed delivery to exceed employee expectations.

Offer 24/7 access to service and advice through an employee service portal

• Modern employees aren’t always in the office. It’s useful for your employees to access Service Desk wherever they may be. When your employees need answers, the portal gives them direct access to the status of their requests and a direct line of communication with service providers. What’s more, they can attempt to resolve issues on their own with the aid of built-in resources. Give employees a chance to solve simple problems by offering a knowledge base full of solutions for recurring issues.

Empower employees to resolve issues by offering knowledge base software

• Provide your employees with the resources they need to resolve issues on their own. SolarWinds® Service Desk offers an employee self-service portal with a knowledge base help desk full of step-by-step articles and tutorials. These resources address a wide range of tech questions and concerns, allowing employees to resolve issues independently. AI features further streamline this process, providing a familiar, predictive search experience designed to guide users to specific articles.

Leverage knowledge base management tools to consolidate technical resources

• Often, a service request or a ticket refers to an issue that has happened before. But repeat issues don’t have to mean repeat solutions. Save your technicians’ time and energy with the most up-to-date knowledge base articles, videos, and tutorials. If an article isn’t available via the knowledge base help desk, quickly translate resolution notes into new resource articles to help others resolve the same issue in the future.

Align knowledge base software with inbound tickets to accelerate resolution

• As your knowledge base grows, it can be challenging for employees and IT admins alike to comb through the vast amount of resources available. SolarWinds knowledge base management platform leverages native artificial intelligence and machine learning technologies to align existing support articles with all applicable portal searches and inbound tickets and requests. This gives your technicians instant access to the right resources, helping them resolve tickets quickly and efficiently.

Standardizing service delivery across your organization

• Every department and employee in your company is a service consumer and service provider. Help each department make its services readily available through a standard enterprise service management set of processes. Provide them with the tools for ticket intake, tracking, reporting, prioritization, SLAs, queues, and automation; everything supporting your IT department’s success.

Be a better business partner – Service Management is not just for IT

• You run a successful ITSM-based organization, and now departments look to you for help to make their processes a little easier. Today, you have an answer. Extend SolarWinds Service Desk beyond IT, providing other departments with the AI-powered, SaaS-based Service Management solution you've come to know and love. Help make each department a successful service provider.

Become a hero in minutes with ESM

• You already know how easy it is to start with SolarWinds Service Desk; extending the capabilities to other departments is even easier. Enterprise Service Management software makes you the hero. Centralized management of your departments' service desks is simple. Manage users centrally for the organization and assign roles within each department.

Enterprise Service Management fits their needs perfectly

• Enterprise Service Management is fully customizable to the needs of any non-IT department. Every department is unique, so you need a solution as flexible as they are. Fit SolarWinds Service Desk to how they work, not the other way around. Custom workflows, reports, dashboards, forms, knowledge bases, service catalogs, and virtual agents work for the way they work.

ESM Software keeps each department's data separate and secure

• Every department has highly sensitive data; they must ensure the strictest access controls. Enterprise Service Management segregates and secures each department's instance and data. Even if you're an organization-level admin, you still don't have access to their data unless explicitly granted. We mean it when we say we're Secure by Design.

Accelerate and Enhance Change Management Planning

• A complicated technology infrastructure can make it hard to pinpoint systems and employees that will be affected by IT changes. Ensure a more consolidated change execution by utilizing the Service Desk CMDB visualization tools to quickly identify risks and assess impact. Once these risks have been evaluated, you can move on to implementing your change, test, and rollback plans.

Drive Consistent Change Execution

• Routine IT changes should not be time-consuming, impose a high risk of disruption, or vary by implementers. Using templates for recurring changes will eliminate the need to reassess risks, generate change plans from scratch, and redefine their workflows. The SolarWinds Service Desk change catalog provides both change requesters and change implementers with best practices and ITIL-driven templates. Once you have the right change plan in place, ensure it’s a seamless and consistent implementation with automated workflows.

Grow Historical Change Data

• There’s nothing harder than trying to remember what worked and what didn’t from past changes. Track your IT changes, the root cause of them, and what action was taken from high level to low level and all of the assets and incidents in between. By building your historical data, you are ensuring your team is continuously improving.