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) .
Content disclaimer
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.
Similar products
Welcome to the new world of SolarWinds Observability SaaS, which offers an extensive range of observability services for cloud, on-premises, and hybrid environments.
SolarWinds® Database Performance Analyzer (DPA) pinpoints performance issues while providing expert advice with tuning advisors. Anomaly detection powered by machine learning allows DBAs, AppDevs, SREs, and DevOps to proactively optimize databases before small issues become big problems.
Unified observability, purpose-built for DevOps teams to gain comprehensive visibility for cloud-native, custom web applications.
SolarWinds® Observability Self-Hosted (formerly Hybrid Cloud Observability) provides full-stack observability for your environment on Amazon Web Services® (AWS), on-premises, and in hybrid combinations.
Customer reviews
Computer Networking
I'm getting better familiar with the navigation.
Reviewed on Jun 18, 2026
Review provided by G2
What do you like best about the product?
To be made simplified. More user friendly.
What do you dislike about the product?
It's works well. Maybe have some solutions for the alerts.
What problems is the product solving and how is that benefiting you?
It monitor our network system.
Medical Practice
Solar winds meets the needs of our business
Reviewed on May 19, 2026
Review provided by G2
What do you like best about the product?
Single interface to address incidents, problems, change orders.
What do you dislike about the product?
When page load time is slow. This is the main complaint I have.
What problems is the product solving and how is that benefiting you?
It is an excellent service desk and form template resource
Hospital & Health Care
Great product
Reviewed on May 19, 2026
Review provided by G2
What do you like best about the product?
It’s flexible, collaborative and scalable
What do you dislike about the product?
No serious issues to report for dislike of the product
What problems is the product solving and how is that benefiting you?
Creating data driving results for a smooth Helpdesk operation
Brittany F.
SolarWinds Service Desk is as a cloud-based IT service management solution.
Reviewed on May 18, 2026
Review provided by G2
What do you like best about the product?
As an agent, I find it easy to use. The asset management tool is very handy, and the automation feature is also helpful in my day-to-day work.
What do you dislike about the product?
The documentation could be more thorough. For complex workflows or highly customized processes, I sometimes need workarounds or extra configuration effort to get things working smoothly. Support also used to be much better than it is now.
What problems is the product solving and how is that benefiting you?
It provides a clear way to manage incidents and service requests across multiple departments in our organization, helping us keep everything organized and consistent.
Lakhan N.
Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management
Reviewed on May 04, 2026
Review provided by G2
What do you like best about the product?
SolarWinds Service Desk stands out for its intuitive interface and ease of use, which makes it simple for teams to manage tickets and service requests without extensive training. It streamlines IT service management by combining ticketing, asset management, and workflow automation in one platform, improving overall efficiency.
I also appreciate how it centralizes all IT operations, allowing better visibility into incidents, assets, and performance metrics. This helps teams resolve issues faster and improves communication across departments.
I also appreciate how it centralizes all IT operations, allowing better visibility into incidents, assets, and performance metrics. This helps teams resolve issues faster and improves communication across departments.
What do you dislike about the product?
The main downside is limited customization and integrations, along with less flexible reporting features. It can also be slightly difficult to search and manage assets efficiently at times.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk helps me manage IT issues and service requests in a structured way instead of using emails or spreadsheets. It makes tracking and resolving tickets easier, improves response time, and keeps everything organized in one system.