Sold by: SolarWinds
Deployed on AWS
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices.
4.3
Overview
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices. SolarWinds Service Desk brings together everything you need - service management, asset management, CMDB, reporting, and more - with powerful enterprise service management features to help your teams solve problems quickly and effectively. AI-driven automation streamlines workflows and enhances agent accuracy and efficiency - it is your perfect choice for easy-to-use IT service management software. It is built to scale effortlessly, keep employees happy, and ensure operations run smoothly.
Highlights
- Incident management: Safeguard your organization and your SLAs with an efficient, scalable AI-powered incident management system for faster resolution and improved processes
- IT asset management: Enhance visibility, optimization, and compliance with smart asset management, including discovery, reporting, and full lifecycle management of your assets, wherever they are - on AWS, on-premises and beyond
- Change management: Structure change processes to minimize risk while maximizing stability, providing the tools needed to plan, execute, and communicate changes seamlessly
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
ServiceDesk_Essentials | Annual, per technician, supports unlimited users. | $468.00 |
ServiceDesk_Advanced | Per technician, supports unlimited users. | $948.00 |
ServiceDesk_Premier | Per technician, supports unlimited users. | $1,188.00 |
Vendor refund policy
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
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Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Joseph G.
Does what it needs to do
Reviewed on Nov 05, 2026
Review provided by G2
What do you like best about the product?
Ease of use, there is no steep learning curve for both users and agents, good features
What do you dislike about the product?
Reporting, dashboard, pricing for add ons
What problems is the product solving and how is that benefiting you?
Visibility into work being done, trends in issues being recorded
Grzegorz S.
A Practical Solution for IT Support Management
Reviewed on Nov 03, 2026
Review provided by G2
What do you like best about the product?
What I like best is having tickets, assets, and service requests in one place. It makes it easier to track issues, prioritise work, and keep users informed. The automation also helps reduce repetitive tasks and keeps requests moving.
What do you dislike about the product?
Some settings and workflows take time to configure, and finding the right options isn’t always intuitive. I’d also like more flexibility in reporting and dashboard customisation to make it easier to get the information I need.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk helps us keep IT requests organised and track issues through to resolution. Having tickets and asset information in one place reduces manual tracking and makes it easier to prioritise work. This gives the team better visibility into outstanding requests and helps us provide more consistent support.
Construction
Lightweight, Intuitive Helpdesk with Great ROI for Small Teams
Reviewed on Oct 27, 2026
Review provided by G2
What do you like best about the product?
The product is lightweight and intuitive to help onboard newer staff who have never used an official Helpdesk software. It is also easy for end users to enter and manage their tickets. For a smaller company with entry level needs, the pricing works well and is worth it when it comes to ROI.
What do you dislike about the product?
Through working with the product, I could not find anything useful or meaningful integrations that would enhance the core product. We did attempt to integrate a couple other pieces of software but could never get them to work quite right. We also did not use the AI portion as it was not ready to use full time. We are still waiting on Solarwinds to enhance the background intelligence portion so it can be implemented later.
What problems is the product solving and how is that benefiting you?
Our Help Desk performance was at a low level until we purchased this software. After implementation, responses have quickened and user scores are much higher. We are performing better as an IT team overall since we can centralize assets and help desk tickets.
Government Administration
SolarWinds Service Desk Review
Reviewed on Oct 15, 2026
Review provided by G2
What do you like best about the product?
The implementation we have keeps it simple for the end user and admin to use.
What do you dislike about the product?
It would be nice to be able to link to other tickets.
What problems is the product solving and how is that benefiting you?
This is our primary trouble ticketing application.
Jozo C.
Solarwinds Service Desk is what you need for ticket and asset management
Reviewed on Sep 09, 2026
Review provided by G2
What do you like best about the product?
Ticketing and asset management go together. It's easy to see which assets have the most activity (changes or issues) against them, the severity, and the number of occurrences. It's helped me on more than once to identify hotspots for more in-depth investigation. Enforcing the policy of "you can only create a ticket against assets in the inventory" ensures that tickets have useful data and aren't empty or vague. In asset management I can categorize assets data with multiple tags (e.g. in which data center; in which rack; server hardware (e.g. mfger, model, CPU type, memory type, # & types of disks); Linux/Windows server; firewall/switch (including which ports are in use, purpose, by what assets).
What do you dislike about the product?
At first, creating custom workflows was more difficult and confusing than I expected. We ended up involving Service Desk consultants.
What problems is the product solving and how is that benefiting you?
Asset management has long been troublesome for us. Keeping up with asset changes was laborious and the asset inventory was incomplete. Incident and Change tickets used to be incomplete or lacked useful details that would help in future situations. This made post mortem reviews of incident tickets difficult and future responses couldn't depend on having reliable info in previously documented incidents to speed up restoration of services.