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.
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Customer reviews
Aatish R.
SolarWinds Service Desk has been a reliable and user‑friendly ITSM Tool
Reviewed on Apr 20, 2026
Review provided by G2
What do you like best about the product?
The intuitive interface and automation features make ticket handling and service requests efficient.
It helps streamline workflows and improves overall service visibility.
It helps streamline workflows and improves overall service visibility.
What do you dislike about the product?
Some advanced configurations can feel limited without customization.
Occasional performance delays are noticeable during peak usage.
Occasional performance delays are noticeable during peak usage.
What problems is the product solving and how is that benefiting you?
It centralizes incident tracking, asset management, and service requests in one platform.
This improves response times, accountability, and overall IT efficiency.
This improves response times, accountability, and overall IT efficiency.
Retail
user review
Reviewed on Apr 15, 2026
Review provided by G2
What do you like best about the product?
The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.
What do you dislike about the product?
performance during scaling and peak time activity
What problems is the product solving and how is that benefiting you?
retails PoD
Furqan A.
User-friendly Tool on the Go
Reviewed on Apr 11, 2026
Review provided by G2
What do you like best about the product?
The best thing about SolarWinds Service Desk is its ability to streamline IT service management with powerful automation, intuitive ticketing, and integrated asset management—all while remaining affordable and easy to scale for organizations of different sizes. It stands out for combining ITIL-aligned workflows with strong customer support and a user-friendly interface.
What do you dislike about the product?
SolarWinds Service Desk doesn’t overwhelm you with excessive customization or overly complex reporting. Instead, it focuses on delivering the essentials—automation, asset management, and intuitive workflows—in a way that’s easy to adopt and cost-effective. It’s particularly strong for mid-sized organizations that want ITIL-aligned service management without the heavy overhead of enterprise platforms.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk helps me by streamlining incident management, linking tickets to assets for faster root cause analysis, and automating repetitive workflows. This not only improves SLA compliance but also frees up time to focus on proactive problem-solving. The self-service portal reduces ticket volume, while reporting tools give me clear visibility into performance—making IT support more efficient and user-friendly.
Stacey S.
Streamlined Service Desk Solution
Reviewed on Apr 02, 2026
Review provided by G2
What do you like best about the product?
What I like best about SolarWinds Service Desk is how intuitive and user-friendly it is. It makes it easy to manage tickets, track requests, and maintain visibility across the entire workflow. I also appreciate the automation features, which help streamline processes and improve response times.
What do you dislike about the product?
One downside is that some advanced customization and reporting features feel a bit limited compared to more complex platforms.
What problems is the product solving and how is that benefiting you?
It centralizes and streamlines service requests, improves visibility, and automates workflows. That ultimately saves time, reduces errors, and helps me stay organized.
Jai J.
Intitutive and a simple product that works well - very dependable
Reviewed on Apr 02, 2026
Review provided by G2
What do you like best about the product?
easy to use, open API's, feature rich ITSM tool
What do you dislike about the product?
not very clear with how the pricing works..
What problems is the product solving and how is that benefiting you?
it is cost effective and a reliable tool.