Find the Best Solution for Your Organization
Compare Service Desk Plan Features
Customer Success and Support
Customer Success and Support
We are serious about your success. From live support and community engagement to a dedicated success rep, you will never be totally on your own. The SolarWinds Service Desk team and community members will oversee and help you coordinate your implementation and on-boarding procedures.
Included | |||
|---|---|---|---|
Community Support | |||
Email Support | |||
Chat Support | |||
Phone Support | |||
Team of Service Success Representatives | |||
Advanced Support | |||
Integration Services | Optional | Optional | Optional |
Service Management
Service Management
We empower service desks big and small through agile, scalable, and automated service management solutions. Service Desk gives users the ability to submit tickets in multiple ways, allowing you to monitor escalations, manage tasks, track and measure successes, and unite your end users under one solution.
Included | |||
|---|---|---|---|
Incident Management | |||
Knowledge Base | |||
Service Portal | |||
Satisfaction Surveys | |||
Real-Time Agent Feedback | |||
Advanced Collaboration Tools | |||
People Shared Services Ready | |||
Advanced Approval Workflows | |||
Service Catalog | |||
Service Request | |||
Problem Management | |||
Release Management | |||
Service Level Agreement (SLA) / Business Hours | |||
Change Management - Requests & Approvals | |||
Change Templates & Workflows | |||
Response Templates | |||
Service Portal Tasks and Approvals | |||
Automations | |||
Benchmarking | |||
Virtual Agent | |||
Virtual Agent – Premier | |||
SolarWinds AI – Premier | |||
Runbooks |
IT Asset Management (ITAM)
IT Asset Management (ITAM)
IT asset management is available as an additional purchase. We make it easy to control your technology landscape. From the number of tickets to any relevant devices and documentation, through user-friendly and reliable IT asset management solutions that ensure software compliance and heighten security while minimizing costs.
Included | |||
|---|---|---|---|
Inventory | |||
Mobile Devices | |||
Map / Geographic Location | |||
QR / Bar Codes | |||
Warranty Information | |||
Purchase Order (PO) Management | |||
Contract Management | |||
Risk Management | |||
License Compliance |
Configuration Management Database (CMDB)
Configuration Management Database (CMDB)
We give you transparency into your assets and the relationships and interdependencies between them. Service Desk gives you a data warehouse for IT installations that is critical in achieving IT governance, risk management, and service delivery objectives.
Included | |||
|---|---|---|---|
CI / Relationship | |||
Discovery / Mapping | |||
Visual Mapping | |||
Automatic Dependency Mapping |
Platform
Platform
Convenience is key to user adoption across your organization, which is why the details are most important to our solution. With access to Service Desk at your fingertips through the mobile application to over 200 integrations, Service Desk can be customized to meet your specific needs.
Included | |||
|---|---|---|---|
Dashboards | |||
Reporting & Dashboards | |||
Integrations | |||
Data Import / Export | |||
Mobile Apps
| |||
Portal Customization | |||
Sites | |||
Departments | |||
Groups | |||
Customize Incident Lifecycle | |||
Internationalization | |||
Dark Mode | |||
Customize Fields / Form | |||
Portal Designer | |||
Scheduled Reports | |||
Offline Data Backup | |||
Customize Email Templates | |||
Enterprise Service Management (ESM) |
Roles
Roles
As your organization scales, the needs of your team members will evolve. We provide you with multiple options for bringing users into your Service Desk platform and give you the opportunity to customize their access and approval levels.
Included | |||
|---|---|---|---|
Agent | |||
Requestor | |||
Administrator | |||
Custom |
Security
Security
We give you the options to ensure that your information is protected through necessary security measures that allow you to create a backlog of data and always have that information on hand when it's needed the most.
Included | |||
|---|---|---|---|
API Access | |||
EU-US Privacy Shield | |||
Single Sign On (SSO) | |||
Multi-Factor Authentication (MFA) | |||
HIPAA BAA | |||
Domain Mapping | |||
Audit History | |||
Login & Email Audits | |||
Audits | |||
Data Masking | |||
Data Masking – Premier |
Not sure which SolarWinds Service Desk solution is right for you?
Let one of our account executives assist in finding the solution thats a perfect fit for your organization's needs by scheduling a demo.