SolarWinds Service Desk

An IT service management (ITSM) solution that understands what it takes to successfully manage your employee services £19 per month per agent (Basic Version) * * Billed Anually

SolarWinds Service Desk is a cloud-based service management solution built to streamline the way you provide support and deliver services to your organization. Whether you have a small IT operation with basic IT ticketing needs or a large enterprise with a complex IT infrastructure and mature processes, SolarWinds Service Desk is designed to meet your current needs with the flexibility to scale and support your future business requirements.

 

Key Features

More Features

A Complete Service Management Platform

A single platform for service management, IT asset management, configuration management, and much more.

ITIL-ready service desk complete with Incident, Problem, Change, and Release Management capabilities.

Advanced reporting modules to analyse trends, monitor service quality, and continuously improve service management processes.

A Service Desk for the Digital Age

Enhance agent and employee productivity with native artificial intelligence (AI) and machine learning technologies.

Manage your organization’s processes, automate repetitive tasks, and drive greater service efficiency with robust automation and workflow engines.

Drive agent productivity with a user experience designed based on research and analysis of how agents actually work.

Provide Your Employees with the Experience They Deserve

Give your employees the flexibility to submit tickets and make requests via email, phone, walk-ups, or a customizable service portal.

Manage and measure your Service Level Agreements (SLAs) and Customer Satisfaction (CSAT), highlighting opportunities to improve the overall employee experience.

Scale the SolarWinds Service Desk across personnel, sites, and departments to provide consistent standards of employee service throughout your organization.

An Easier Service Desk to Manage

Experience scalability and industry leading 99.999% system uptime with SolarWinds Service Desk, which leverages the power of Amazon Web Services (AWS) data centres.

Implement the application in a matter of days or weeks with intuitive setup options, and 100% configurable (no-code) changes to meet your business needs.

Skip the costly and time-consuming upgrade cycles. Our multi-tenant, cloud-based architecture allows continuous deployment of new and enhanced functionality, meaning you are on the latest and greatest version.

Core Service Desk Functionality

PinkVERIFY™ Certified ITIL-Ready Service Desk: Complete with Incident, Problem, Change, and Release Management modules, SolarWinds Service Desk has configurable page layouts to support your organization’s unique service management processes.

Employee Service Portal: Customize the service experience for employees when submitting tickets and requests by giving them access to knowledge base resources and the ability to view company wide announcements.

Service Level Management: Provide transparency and meet the expectations of your organization by building your SLA policies directly into your service desk, including auto-escalation rules.

Knowledge Management: Reduce resolution times and increase case deflections by offering your employees access to a knowledge base of articles.

Agent Mobile App: Access core service desk functionality directly on your Android or iOS devices from wherever you may be.

Integrations: With hundreds of out-of-the-box integrations and an open REST API, your service desk has the ability to plug into business workflows across the systems supporting your organization.

Process Automation and Artificial Intelligence

Request Management and Service Catalog: Formalize the services you provide by building dynamic submission forms accompanied by a workflow engine that can help to streamline the fulfilment processes.

Artificial Intelligence (AI): Increase the efficiency of your service desk by utilizing out-of-the-box AI technology.

Get tickets to the right teams quickly through AI guided ticket routing.

Reduce resolution times by suggesting applicable knowledge articles for inbound tickets.

Deflect ticket creation with an AI guided Service Portal experience, driving employees to the most applicable resources and answers.

Process Automation: Reduce the manual processes that can cause bottlenecks in your service delivery by building custom automation rules to route, assign, prioritize, and categorize your inbound tickets.

Reporting and Analytics

Dashboards: Get a real-time snapshot of your service desk KPIs through the set of easily configurable widgets.

Reports: Visualize your service desk data to analyse trends, view agent performance metrics, and gather the insights needed to make future decisions through dozens of out-of-the-box and customizable reports, including trend reports, incident throughput, CSAT scores, and SLA breaches.

Employee Service Management

Expanding Beyond IT: Build a one-stop shop for the services provided by the various departments in your organization. The department-specific layouts can extend your service desk to Human Resources, Facilities, Shared Services, Procurement/Finance, Legal, and other departments providing services to employees.

Inter-Departmental Workflows: Collaborate across departments to help remove barriers that slow down service delivery by utilizing the service catalog to automate tasks and approvals, while reducing fulfilment times on complex inter-departmental services. 

IT Asset Management and Configuration Management

Utilize SolarWinds Discovery to consolidate a complete and accurate database of hardware and software assets directly within your service desk.

IT Asset Management: Collect full asset lifecycle management and audit history of your devices, view your complete inventory, receive automatic risk notifications helping you to address potential impacts to your devices, and run software compliance reports to avoid costly true-up fees.

Configuration Management: Keep your SolarWinds Configuration Management Database (CMDB) fully updated, so that you can quickly diagnose and resolve issues, while reducing impacts when changes are made to your infrastructure.

Procurement Management: Align your assets with native contract, purchase order, and vendor management capabilities.

 

 

 

Feature Comparison

Service Success

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 Team Business Professional
Community Support
Email Support
Chat Support  
Phone Support    
Dedicated Service Sucess Representative    
SmartStart Optional Optional Optional
Integrated Services   Optional Optional

 

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 Team Business Professional
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  
Change Management  
Release Management  
Service Level Agreement (SLA) / Business Hours  
Service Portal Tasks and Approvals    
Automations    
Benchmarking    

 

IT Asset Management (ITAM)

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 Team Business Professional
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)

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 Team Business Professional
CI / Relationship
Discovery / Mapping

 

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 Team Business Professonal
Dashboards
Reporting & Dashboards
Integrations
Data Import / Export
Mobile Apps
Portal Customisation
Sites
Departments
Groups  
Customise Incident Lifecycle  
Internationalisation  
Customise Fields / Form    
Scheduled Reports    
Offline Data Backup    
Customise Email Templates    

 

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 Team Business Professional
Agent
Requestor
Administrator
Custom  

 

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 Team Business Professional
EU-US Privacy Shield
Single Sign On (SSO)  
HIPPA BAA    
API Access    
Domain Mapping    
Audit History    
Loggin & Email Audits    

 

Pricing

Team
£19
Streamlined service desk for smaller teams.
  • Cost is per month, per agent
  • £0.10/month per device
  • Unlimited Requestors
  • Billed Annually
Includes:
  • Incident Management
  • Service Portal
  • Knowledge Base
Support offered via email with Service Desk product experts or full community access to source answers from your peers.
Business
£39
All the functionality a growing team needs.
  • Cost is per month, per agent
  • £0.30/month per device
  • Unlimited Requestors
  • Billed Annually
Team +
  • Service Catalog
  • Change Management
  • Service Level Agreement (SLA)
  • Groups
  • Custom Roles
  • Internationalization
Real-time, 24/7 live chat support with Service Desk product experts, plus email support and community access.
Professional
£69
Customizable service platform to scale your mature IT org.
  • Cost is per month, per agent
  • £0.50/month per device
  • Unlimited Requestors
  • Billed Annually
Team & Business +
  • Custom Fields and Forms
  • Advanced Automations
  • Network Discovery
  • Contract Management
  • License Compliance
  • Scheduled Reports
  • API Access
Full support from the Service Desk customer success and support team, including email, chat, and phone.

 

FAQ's

Trial

How does the free trial work?

When you sign up for a free, 30-day trial you get unlimited access to the professional package and can evaluate Service Desk in your organization. At the end of the trial you can subscribe to any package that fits your needs and select the number of agents and devices you need to support.

Can I trial Service Desk and Asset Management together?

The trial includes full, unlimited, unrestricted access to both solutions.

What happens after the trial ends?

You can upgrade to a paid subscription for Service Management and/or Asset Management. If you chose to upgrade, all information and data from the trial will remain in your account; if you do not upgrade your account will be disabled at the end of the trial.

Purchase

How can I buy your software?

Please contact a sales representative by contacting us at sales@unipresssoftware.com or call us at +44 8450 646566.

How long are your contracts? Can I change plans?

A typical Service Desk contract is annual. You can upgrade a plan at any time. Contact your account representative, sales@unipresssoftware.com, or call +44 8450 646566. for more details.

Can I buy features a la carte?

For each plan you can purchase either SolarWinds Service Desk or IT Asset Management together or separately. If you purchase one you can add another at any point in time.

What discounts are available?

Service Desk offers discounts for large orders, academic institutions, government and other non-profit organizations. Contact sales@unipresssoftware.com with your inquiry for a customized price offer.

General

What's an agent?

An agent is any individual in the company who: owns an incident, fulfills a service request, defines SLAs, documents problems, tracks and manages hardware devices, among many other related tasks.

What's a device?

You can use SolarWinds IT Asset Management to track any kind of asset, and the SolarWinds CMDB to manage configuration items. For example: computers, network devices, software, non-technical assets, and more. However, only devices that have an IP address incur a fee. Assets that do not have an IP address (such as furniture) could be imported and maintained through the Asset Management solution at no additional cost.

Does Service Desk integrate with other applications & systems?

Of course.

Service Desk allows you to import, merge, and integrate data and resources from a number of channels including:

Web-based apps: Google Apps, Salesforce.com, Zendesk, Chatter, OneLogin, and Okta

API: create applications, integrate data and interface between your business systems and your Service Desk account. Learn more.

Security integrations: SAML, Google SSO

Simple sync between apps using Zapier

Easy data import using csv files.

Will my data be private and safe?

From restricting physical access to our datacentre to the security of the service layer itself, Service Desk takes as many security measures as necessary to ensure that your information is protected. This includes the selection of data centres — you decide on either the US or EU data centre.

Screenshots