Sold by: SolarWindsÂ
Deployed on AWS
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices.
Overview
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices. SolarWinds Service Desk brings together everything you need - service management, asset management, CMDB, reporting, and more - with powerful enterprise service management features to help your teams solve problems quickly and effectively. AI-driven automation streamlines workflows and enhances agent accuracy and efficiency - it is your perfect choice for easy-to-use IT service management software. It is built to scale effortlessly, keep employees happy, and ensure operations run smoothly.
Highlights
- Incident management: Safeguard your organization and your SLAs with an efficient, scalable AI-powered incident management system for faster resolution and improved processes
- IT asset management: Enhance visibility, optimization, and compliance with smart asset management, including discovery, reporting, and full lifecycle management of your assets, wherever they are - on AWS, on-premises and beyond
- Change management: Structure change processes to minimize risk while maximizing stability, providing the tools needed to plan, execute, and communicate changes seamlessly
Details
Unlock automation with AI agent solutions
Fast-track AI initiatives with agents, tools, and solutions from AWS Partners.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
ServiceDesk_Essentials | Annual, per technician, supports unlimited users. | $468.00 |
ServiceDesk_Advanced | Per technician, supports unlimited users. | $948.00 |
ServiceDesk_Premier | Per technician, supports unlimited users. | $1,188.00 |
Vendor refund policy
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
SolarWinds Observability SaaS Kubernetes Collector
By SolarWinds
Welcome to the new world of SolarWinds Observability SaaS, which offers an extensive range of observability services for cloud, on-premises, and hybrid environments.
SolarWinds Observability SaaS
By SolarWinds
Unified observability, purpose-built for DevOps teams to gain comprehensive visibility for cloud-native, custom web applications.
![SolarWinds Solutions [Private Offer Only]](https://d7umqicpi7263.cloudfront.net/img/product/266f860e-ae51-4bc0-99c3-b1063b230ace.com/d7da2251335e6015595989d5a3c4bdbe)
SolarWinds Solutions [Private Offer Only]
By Carahsoft Technology Corporation
This product is dedicated to transacting SolarWinds products via AWS Marketplace Private Offers.
SolarWinds Observability Self-Hosted
By SolarWinds
SolarWinds® Observability Self-Hosted (formerly Hybrid Cloud Observability) provides full-stack observability for your environment on Amazon Web Services® (AWS), on-premises, and in hybrid combinations.
Customer reviews
0 ratings
0 AWS reviews
|
724 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Verified User in Information Technology and Services
Service Desk Review
Reviewed on Jul 02, 2025
Review provided by G2
What do you like best about the product?
The dashboard is very useful, and easy to access all tickets resources.
What do you dislike about the product?
no automation. All integration will pretty much need an API. Not a lot of integration apps.
What problems is the product solving and how is that benefiting you?
organizing ticket for the department and it allows more efficiency in our environment.
Amit K.
Modern Interface, Helpful Automation
Reviewed on Jul 01, 2025
Review provided by G2
What do you like best about the product?
It’s user-friendly and visually intuitive, which makes it easy for both IT staff and employees to submit, track, and resolve tickets without much training.
What do you dislike about the product?
While you can customize workflows and forms, some teams feel it lacks the deep flexibility of more enterprise-focused tools (like ServiceNow). For example, complex conditional logic or very granular permissions can be harder to achieve.
What problems is the product solving and how is that benefiting you?
Before using it, many teams rely on email or spreadsheets, which leads to lost tickets, slow responses, and no accountability.
Benefit: Everything goes into one central system with clear ownership and status tracking.
Benefit: Everything goes into one central system with clear ownership and status tracking.
Rene M.
Service Desk Review
Reviewed on Jul 01, 2025
Review provided by G2
What do you like best about the product?
Its ease of use and how it can integrate with many services.
What do you dislike about the product?
This is not a ding on the software itself but on the support side. Although support has been great, help with implementations, particularly around the use of APIs, SD support has not been very helpful.
What problems is the product solving and how is that benefiting you?
A centralized tool that staff can use to submit requests for help. The asset management modules allow us to track our assets.
JK G.
Solid solution for ticket handling
Reviewed on Jul 01, 2025
Review provided by G2
What do you like best about the product?
The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules.
What do you dislike about the product?
It doesn't offer deep customization for cultural institution systems out-of-the-box,
What problems is the product solving and how is that benefiting you?
Efficient ticket handling across diverse departments
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Kevin C.
Easy to use
Reviewed on Jul 01, 2025
Review provided by G2
What do you like best about the product?
User friendly, easy to understand, inventory control and detail is amazing
What do you dislike about the product?
I don't really have anything I dislike about this product
What problems is the product solving and how is that benefiting you?
Inventory control and incident management for the entire company