Documentation forSolarWinds Service Desk

Before you begin

Before you begin setup of your SWSD account, ask yourself: How can the SolarWinds Service Desk improve IT service management throughout my organization?

These quick facts might help you answer that question:

  • Incident management consolidates, manages, and prioritizes incoming tickets. It also highlights areas that need improvement to run more efficiently.
  • Service catalog standardizes service request and fulfillment processes.
  • Fully integrated IT asset management compiles hardware, software, POs, and other assets.
  • The IT service desk can quickly restore the end user to productivity by:
    • Using problem resolution
    • Providing end-user education
    • Generating workarounds

Factors to consider

The IT Service Desk and AI tools can quickly restore the end user back to productivity. This can be accomplished via numerous features of your Service Desk, for example, by:

  • Providing a user-friendly Service Portal where end users can:
    • Open incidents.
    • Open service requests.
    • Find knowledge base articles and frequently asked questions.
  • Setting up automations to ensure prompt ticket handling

  • Setting up workflow processes to streamline actions

To maximize efficiency of services, you need to clearly understand the end-user experience so SWSD can meet their technological needs. This is best accomplished by:

  • Tracking tickets
  • Identifying recurring issues
  • Maintaining services so they are up to date with current technologies

The above items all factor into assuring:

  • Smooth continuity of services
  • A service portal for users to have a single place to submit tickets and requests

Plan a setup that will meet your organizational needs

Before you begin your setup you should consider your organization.

  • What is the basic setup of the organization?
  • How can you best manage all of your ITAM and ITSM needs to meet organizational goals?
  • Do you need a high level of confidentiality between your departments?
  • Can IT access HR files?

Based on the answers to these organizational questions and additional organizational factors, you may see that it will benefit your organization to maintain more than one Service Desk account.

For example, many customers find 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. Your HR account administrator for the HR service desk account can be a member of the HR team rather than the IT team. This approach can prevent IT from accessing unauthorized data. See Manage multiple accounts for more information.

Understand the setup process

The Getting Started Setup order guide provides you with the best order for your initial setup of SWSD. The Administrator setup guide leads administrators through the initial setup and configuration process. It provides documentation on how to configure each setup feature. It also provides information on the order in which to perform setup, so that you configure your foundational building blocks first, then move on to your structures and workflows to align your Service Desk with your organization.

Foundational building blocks

Your foundational building blocks include configuration of some default settings, such as default time zone, default language, setup of your sites and departments, and your service desk's default business hours.

After establishing those settings, you set up your user accounts, groups within your organization, queues for managing the work of the service desk, roles and permissions for your users, and establish your single sign-on method.

By establishing these building blocks before moving forward you provide assurance that your instance of SWSD is well aligned with your organizational needs.

Structure and workflows

After the foundation of your SWSD account is built, you can add structure and flow. This includes setup of the service desk's email settings, categories for tickets, and custom states. It also includes custom forms, custom fields, domain management, setup of your CMDB, service portal, automations, and integrations. Lastly, it includes asset discovery.

See the Administrator setup guide for more guidance.

Related topics

Administrator setup guide

Setup resources