Sold by: SolarWinds
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.
4.3
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
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
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
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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) .
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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.
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Customer reviews
Deborah W.
Simplified Ticket Management, Needs Better Integrations
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I really like how SolarWinds Service Desk provides a clear line of sight over every device and license across our offices, which helps in managing them effectively. Sorting tickets by priority allows me to address pressing issues first, keeping everything running smoothly. The asset management feature is particularly useful, especially when onboarding new staff, as it lets me easily assign laptops and licenses. The platform strikes a good balance between simplicity and capability, making it easy for our consultants and staff to raise tickets without needing a walkthrough each time. It's suited well for a lean support team.
What do you dislike about the product?
My main reservation is the limited third-party integration, which means some of our other systems sit apart rather than talking to one another. Customer support has also left me wanting on occasion. When I have raised a genuine query, I tend to be pointed toward a knowledge base rather than a person who can address the matter directly.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk gives me a clear view of devices and licenses, solves scattered support work, and helps me prioritize requests. It keeps operations smooth, ensures nothing slips through, and simplifies ticket logging and distribution for quick resolution.
Marhamsyah .
SolarWinds Service Desk is more focused on IT service management rather than monitoring
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
Easy to deploy because it is SaaS-based
User-friendly interface
Supports ITIL processes
Includes asset management and SLA tracking
Suitable for organizations building a mature ITSM process
User-friendly interface
Supports ITIL processes
Includes asset management and SLA tracking
Suitable for organizations building a mature ITSM process
What do you dislike about the product?
Not as advanced as ServiceNow in complex workflows
Fewer integrations compared to some competitors
Might be too much for companies that only need simple ticketing
Fewer integrations compared to some competitors
Might be too much for companies that only need simple ticketing
What problems is the product solving and how is that benefiting you?
This is a good solution for helpdesk and IT operations teams. It works well for organizations that want to improve incident management and service delivery.
Anonymous
User-Friendly Help Desk with Room for Improved API Integration
Reviewed on Jul 06, 2026
Review provided by G2
What do you like best about the product?
I find SolarWinds Service Desk pretty easy to use, which makes navigating my tasks straightforward. The user interface is also nice, providing a pleasant experience during my usage.
What do you dislike about the product?
The API integration is confusing and somewhat limited. I wish it was easier to use and more open. The main issue I have is that I can't auto-attach a related ticket.
What problems is the product solving and how is that benefiting you?
I use SolarWinds Service Desk to take in problems from customers, triage them, and automate some of our processes.
Medical Practice
Solar winds meets the needs of our business
Reviewed on May 19, 2026
Review provided by G2
What do you like best about the product?
Single interface to address incidents, problems, change orders.
What do you dislike about the product?
When page load time is slow. This is the main complaint I have.
What problems is the product solving and how is that benefiting you?
It is an excellent service desk and form template resource
Hospital & Health Care
Great product
Reviewed on May 19, 2026
Review provided by G2
What do you like best about the product?
It’s flexible, collaborative and scalable
What do you dislike about the product?
No serious issues to report for dislike of the product
What problems is the product solving and how is that benefiting you?
Creating data driving results for a smooth Helpdesk operation