Documentation forService Desk

Service Desk features

Service Desk provides multiple features to help you manage your service desk.

SolarWinds AI

SolarWinds AI helps increase accuracy and efficiency, as well as lower agents’ time to resolution.

IT Asset Management

Automate and oversee IT asset lifecycle management in one integrative ITSM platform. Automate and oversee IT asset lifecycle management in one integrative ITSM platform.

Incident Management

Improve IT incident management to make the troubleshooting process more automatic, simpler, and more efficient

Employee Service Portal

Speed service requests with an intuitive employee service portal.

Chat

Give your employees the ability to instantly interact with your service desk, through virtual or live agents, for faster time to resolution.

CMDB

Get comprehensive visibility into your organization’s technology infrastructure.

Asset Discovery

Automatically get a complete and up-to-date picture of your IT assets.

Service Automations and Workflows

Automate repeat processes and improve Service Desk performance with ITIL best practices.

IT Service Catalog

Offer employees a comprehensive, user-friendly menu of services.

Reporting

Create customized reports showcasing KPIs and team performance. Use Power BI for more analytics.

Mobile Application

Address problems from anywhere and at any time with the Service Desk mobile app.

Risk Detection

Security threats can come at you from many different angles. Service Desk risk detection enables you to automate notifications for potential risks that can cause issues for your company and your employees.

Service Level Management

Establish rules to maintain appropriate service levels.

Release Management

Streamline your ITIL release process to enhance planning and deployment, minimize errors and maximize benefits.

Change Management

Plan, execute, and communicate change plans seamlessly while following ITIL® best practices. See Change management.

Dashboards

Gain more visibility into your service desk in one glance. With Service Desk dashboards, you have a real-time snapshot into the current state of your service desk. Choose from a robust selection of out-of-the-box widgets, or build your own custom widgets to support your needs.

Software License Management

Get a complete view of all software purchases, track licenses and set alerts for contract terms.

Hardware Inventory and IT Asset Lifecycle Management

Easily understand hardware location, configuration, and usage. Automate and oversee IT asset lifecycle management in one integrative ITSM platform.

Internationalization and Localization

With support for more than 40 languages, Service Desk gives you the ability to better customize and meet the needs of your teams based on their location.

Enterprise Service Management

Expand ITSM to improve the efficiency of every department by setting up multiple service providers, for example, HR, Facilities, and Legal. Customize each provider's configuration to meet their needs.

Service Desk for Managed Service Providers (MSPs)

Your MSP clients can easily manage their ITSM/ITAM services through incident management, service requests, change management, CMDB, asset management, customized portals, unique setups, and more. See Service Desk for Managed Service Providers (MSPs).

Accessibility for agents

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