Documentation forSolarWinds Service Desk

Administrator Setup

How can the SolarWinds Service Desk improve IT service management throughout my organization?

The IT service desk monitors and assesses current IT processes and trends, highlighting areas that need improvement to run more efficiently. When set up optimally, the IT service desk can quickly restore the end user to productivity, using problem resolution, end-user education, and when necessary, generating a workaround.

To maximize efficiency of services, you have to understand the end-user experience and meet their technological needs. By tracking tickets and identifying recurring issues, maintaining services up to date with current technologies, the service desk assures smooth continuity of services.

This guide is geared to SolarWinds Service Desk (SWSD) Administrators to assist with customization and on-boarding, to gain better control and understanding of IT requests and solutions across your organization. By following the Setup guidelines and customizing the SWSD to meet your dynamic organizational needs, you should see an increase in continuity of workflow processes and happy end-users.

Factors to Consider

Before you begin, consider the following factors in order to maximize the benefits of your SWSD:

Let's look at the basic setup within the organization.

  • How do I best manage all my ITAM and ITSM needs to meet organizational goals?
  • Do I need a high level of confidentiality between my departments? Can IT access HR files?

Based on the answers to the questions above and additional organizational factors, I see it may benefit the organization to maintain more than one Service Desk account.

For example:

  • It is beneficial to separate accounts between different departments (IT vs.HR).

HR requires a high level of confidentiality that would prohibit IT staff from accessing any of the HR related service records. You can have the HR account administrator for the HR service desk account, be a member of the HR team rather than the IT team, to prevent IT from accessing unauthorized data.

For more information on managing multiple accounts, click here.

Setup

If your goal is to utilize the SWSD to maintain a single area of your organization, simply login to SolarWinds Service Desk (SWSD).

  1. Enter your account email (which is your login ID) and password.

  2. Upon accessing the SWSD as an Administrator, hover over the Menu icon and scroll down to the last option, then click Setup

Notice both the Setup menu on the left pane and the tiles on the right provide access to the setup areas needed to define your Service Desk parameters. In addition, there is a helpful search bar. By entering keywords such as Users, Service Desk, Custom Forms etc. you can navigate directly to the desired setup screen.

To continue to the next step of the setup menu click here for Account details