SolarWinds Service Desk
solarwinds.com/service-deskBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
A cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value
How to Replace SolarWinds Service DeskOverview
Features
48 features across 20 categories
AI(8)
Auto identify solutions, ticket sentiment monitoring, centralized procedures, and automatic assignment
Recommendations based on ticket content
Prioritize tickets based on urgency and sentiment
Solutions displayed while searching or submitting tickets
Generative AI sidekick that builds solutions, responses, and summaries for your agents
Premier tier of generative AI capabilities for advanced agent assistance
A chat bot helps users get to answers faster
Advanced virtual agent with enhanced capabilities
Administration(2)
Define custom roles and permissions for users
Group management for organizing agents and departments
Asset Management(7)
Manage IT contracts and vendor agreements
On-premises, physical, virtual, cloud, hardware, software, buildings, and more asset tracking
Drive visibility, optimization, and compliance through smarter asset management with network scanning and tracking
Ensure license compliance and optimize software usage
Ensure optimal usage of assets and licenses
Automated network discovery of devices and assets
Scan your network and report on connected devices
Automation(2)
Workflow automation for advanced service management scenarios
Automated runbooks for common IT processes and procedures
Change Management(2)
Centralized documentation, approvals, and process for proper changes
Maintain a history of all changes in the event a rollback or audit is needed
Collaboration(1)
Real time comments and status updates for ticket collaboration
Communication(1)
Engage via web, email, Teams, Slack, or mobile app
Configuration Management(5)
Connect assets to incidents for root cause analysis and asset-issue history
Understand the relationship between infrastructure and your business-critical applications and systems
Understand relationships between configuration items (CIs)
Understand change impact based on asset dependencies
Visual representation of configuration management database
Core ITSM(2)
Structured change processes to minimize risk and maximize stability
AI-powered incident management system designed for efficiency, scale, and better processes with faster resolution
Customization(1)
Create custom fields and forms for specific organizational needs
Integration(1)
REST API for custom integrations and data access
Knowledge Management(1)
Centralized repository for IT knowledge and solutions
Localization(1)
Support for multiple languages and international configurations
Maintenance(1)
Continuous product updates keeping all customer instances up-to-date
Reporting(1)
Schedule and automate report generation
Scalability(1)
Support any number of employees with your agent licenses
Security(2)
Choose data center location: US, EU, or Australia
Enhanced security with multi-factor authentication
Service Management(4)
Improve the management, efficiency, interactions and experience across every department beyond IT
Organized catalog of IT services available to users
Define and manage service level agreements
Empowering departments to publish offered services and structure service delivery
Support(4)
Real time 24/7 live chat support
Premium tier support with enhanced features
Chat, phone and email support from a Customer Success Team
Get product support over email and from IT pros on the SolarWinds Thwack community
User Experience(1)
Self-service portal for users to request services and submit tickets
Pricing
Essentials
- ✓Incident Management
- ✓Knowledge Base
- ✓Service Portal
- ✓Asset Management
- ✓Service Catalog
- ✓Change Management
- ✓Service Level Agreement (SLA)
- ✓Groups
- ✓Custom Roles
- ✓Internationalization
- ✓Real time 24/7 Live Chat Support
- ✓Multi-Factor Authentication (MFA)
Advanced
- ✓All Essentials features
- ✓Custom Fields and Forms
- ✓Advanced Automations
- ✓Virtual Agent
- ✓Network Discovery
- ✓Enterprise Service Management
- ✓Contract Management
- ✓License Compliance
- ✓Scheduled Reports
- ✓API Access
- ✓Chat, Phone and Email support from a Customer Success Team
Premier
- ✓All Advanced features
- ✓Visual CMDB and Dependency Mapping
- ✓Up to 1,500 API calls per user per minute
- ✓Virtual Agent - Premier
- ✓Runbooks
- ✓SolarWinds AI - Premier
- ✓Advanced Support
Cost Calculator
Pricing data not available for SolarWinds Service Desk. Check their website for current pricing.
Build vs Buy
Should you build a SolarWinds Service Desk alternative or buy the subscription? Estimate based on 48 features.
Buy SolarWinds Service Desk
Better ValueBuild Your Own
Buying SolarWinds Service Desk saves ~$36,960 over 3 years vs building.
Estimates based on 48 features and a BuildScore of 5/5. Actual costs vary.
Integrations
15 known integrations