Documentation forSolarWinds Service Desk

Orion Best Practices

Orion offers many advantages to streamline efficiency in your IT management.  We recommend implementing automation rules.  For example:

  • Analysis of keywords in the tickets created via Orion - this will:

    • Streamline ticket assignment

    • Avoid breaches in SLA’s

    • Prioritize tickets

Orion provides detailed information on IT infrastructure such as networks, servers, applications and databases

Dependency Mapping

Currently available only in the Enterprise Plan - You can automatically detect and import Orion asset and dependency data into SolarWinds Service Desk.

This allows you to:

  • Align Orion asset and dependency data with IT service management processes
  • Auto-populate configuration data from Orion into the CMDB
  • Accelerate root cause analysis by attaching Orion configuration and dependency data to incidents and problems

Use cases for Dependency Mapping:

  • Configuration Management
    • Auto populate the CMDB
    • Ensures CMDB is maintained up-to-date
  • Change Management
    • Improve change planning by understanding the impact and risks of potential changes
  • Troubleshooting
    • Quickly analyze and diagnose root causes of Orion issues
    • Investigate and rapidly resolve Orion issues

Benefits

Below are a few examples of the benefits you reap from integrating Discovery and Orion Dependency Mapping:

  • Enhancement service management by aligning Orion assets and dependencies with IT service
  • Enhancement change management while improving impact and risk analysis with visibility into resolve Orion issues by attaching Orion configuration and dependency data.

For additional information regarding the services provided by the Orion platform please Click here

You will be introduced to additional Integration options later in this document or click here to jump to the Integrations section for further details.

Click here for Service Desk