SolarWinds Service Desk
Incident management software
IT asset management software
IT service management tools
Service desk software
Software asset management (SAM) tools
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$39 per technician per month
Free Trial
Free version unavailable
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- Accommodation and food services
- Information technology and software
- Media and communications
What is SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management (ITSM) and service desk platform used to manage incidents, service requests, problems, changes, and a service catalog. It targets IT support teams that need ticketing workflows alongside IT asset and software asset tracking. The product combines ITIL-aligned processes with discovery, CMDB-style asset relationships, and automation rules to support end-user support and IT operations reporting.
Broad ITSM process coverage
The platform supports core ITSM workflows such as incident, service request, problem, and change management, plus knowledge and a service catalog. This breadth reduces the need to stitch together separate tools for ticketing and process governance. It also helps standardize intake and approvals across IT and other internal service teams.
Integrated asset and discovery
SolarWinds Service Desk includes IT asset management capabilities and device discovery to populate and maintain asset records. Linking tickets to assets helps support teams troubleshoot faster and track recurring issues by device, user, or configuration item. Asset lifecycle fields and relationships support audits and operational reporting.
Automation and workflow configuration
The product provides configurable workflows, routing, and automation rules to reduce manual triage and repetitive tasks. Teams can implement approval flows, assignment logic, and notifications aligned to internal policies. Reporting and dashboards support operational visibility for service desk performance and workload trends.
Advanced customization has limits
Compared with highly extensible platforms, configuration options can be constrained when organizations require deeply bespoke data models, complex conditional logic, or highly tailored UI experiences. Some scenarios may require workarounds using automation rules or integrations. This can matter for enterprises with mature, non-standard ITIL implementations.
SAM depth may be insufficient
While it supports software asset tracking, organizations with complex license metrics and publisher-specific reconciliation needs may find gaps versus dedicated SAM tooling. License optimization, entitlement normalization, and audit-grade reconciliation can require additional processes or external tools. This is most noticeable in environments with large application portfolios and frequent audits.
Integration effort varies by stack
Connecting to identity providers, endpoint tools, monitoring, and collaboration systems can require planning and ongoing maintenance. API-based integrations may need internal development or middleware depending on the target systems. Integration complexity increases when consolidating data across multiple IT and security platforms.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Essentials | $39 per month per technician (billed annually) | Incident Management, Knowledge Base, Service Portal, Asset Management, Service Catalog, Change Management, SLA, Groups, Custom Roles, Internationalization, Real-time 24/7 Live Chat Support, Multi-Factor Authentication. Supports unlimited requestors/users. Asset pricing available upon request. |
| Advanced | $79 per month per technician (billed annually) | Includes Essentials benefits plus Custom Fields and Forms, Advanced Automations, Virtual Agent, Network Discovery, Enterprise Service Management, Contract Management, License Compliance, Scheduled Reports, API Access, Chat/Phone/Email support from a Customer Success Team. Asset pricing available upon request. |
| Premier | $99 per month per technician (billed annually) | Includes Advanced benefits plus Visual CMDB and Dependency Mapping, Up to 1,500 API calls per user per minute, Virtual Agent – Premier, Runbooks, SolarWinds AI – Premier. Asset pricing available upon request. |
Seller details
SolarWinds Worldwide, LLC
Austin, Texas, USA
1999
Private
https://www.solarwinds.com/
https://x.com/solarwinds
https://www.linkedin.com/company/solarwinds/
