Sold by: SolarWinds
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.
Sold by: SolarWinds
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
Features and programs
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 contract duration. You pay upfront or in installments according to your contract terms 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.
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
Translation and Localization
SWSD works well is very intuitive and offers tight integration with many of our products
Reviewed on Feb 19, 2025
Review provided by G2
What do you like best about the product?
The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the reports provides really useful insights which aids in decisionmaking. The support offered is excellent as well.
What do you dislike about the product?
I think that the asset inventory piece could be better. It needs more customisation routes
What problems is the product solving and how is that benefiting you?
It is helping us to improve our servie desk offering
Leave a comment0 comments
Steve E.
Fully featured helpdesk system
Reviewed on Feb 19, 2025
Review provided by G2
What do you like best about the product?
Very comprehensive, feature rich system. Very reliable and stable system
What do you dislike about the product?
Can be quite expensive compared to alternatives. For a basic helpdesk system, might be over complicated
What problems is the product solving and how is that benefiting you?
This system allows us to keep track of all our IT assets and software as well as managing our helpdesk calls. We are also using it for areas outside of IT such as HR and GDPR. Another section is used for our change manage processes.
Tal M.
Great product
Reviewed on Feb 19, 2025
Review provided by G2
What do you like best about the product?
I have been using it for years to collect information and manage endpoints. Works great as it should.
What do you dislike about the product?
There is nothing I dislike about this service.
What problems is the product solving and how is that benefiting you?
As I said, I'm using it for IT Asset management and tickets system.
Aamir S.
Service Desk Tool that is trustworthy and user-friendly
Reviewed on Feb 18, 2025
Review provided by G2
What do you like best about the product?
The setup feature of Service Desk appeals most to me. Coming from a Jira shop, I have found the options in Service Desk to be lots more user friendly and allow for generally better processes throughout the firm. Additionally quite simple to use in your surroundings and start straight out of the box.
What do you dislike about the product?
After ten months or so at Service Desk, I truly cannot name anything I find objectionable. Since we are now a Solar Winds shop all around, I truly enjoy all of their items.
What problems is the product solving and how is that benefiting you?
These days, our ticketing system, PO tracking, and asset management system allow us as IT to help users by resolving problems or forwarding to the relevant teams or groups.
Atul K.
SolarWinds Service Desk for your ITSM needs
Reviewed on Dec 29, 2024
Review provided by G2
What do you like best about the product?
SImplified interface for ITSM processes for incident mgmt, request mgmtt. Easy navigation for end users.
What do you dislike about the product?
Large Enterprises have more needs on features, customizations and third-party integrations in terms of plug-ins. There are limitations.
What problems is the product solving and how is that benefiting you?
Simple and easy to use interface for incident mgmtt and request mgmtt from end users. The ITSM tool required less training for users and support agents, and is quite intuitive.