SolarWinds’ New SaaS-Based Service Desk Solution Extends ITSM Capabilities

It is said that the IT service management (ITSM) winds are shifting, and it seems that software company SolarWinds has its finger in the air. The Austin-based company just launch the SolarWinds Service Desk, an ITSM offering designed to provide an excellent service desk solution for IT professionals.

The SaaS-based offering is designed to complement the company’s current ITSM product suite, extending ITSM capabilities to businesses of all sizes and maturity.

This is a rather significant move for SolarWinds, not to mention a big deal for IT leaders, as the ITSM market is forecast to be worth more than $8.5 billion by 2023, according to IDC. Hot on the heels of the acquisition of ITSM solution Samanage earlier this year, SolarWinds is positioning itself to seriously move the needle in terms of expanding its capabilities in the space.

SolarWinds’ Lee McClendon

“Our acquisition of Samanage in April was a strategic move for SolarWinds to take the ITSM space head on,” says Lee McClendon, senior vice president, strategic growth initiatives at SolarWinds. “The ITSM market is growing at a rapid pace, and not only is this a pivotal step toward our 2019 growth strategy, but it presents an important opportunity for us to provide optimal IT support services to our customers.”

Business have a lot to deal with, from ongoing IT help desk requests, to costly outages that affect employee productivity, to overspending on hardware and software. Not surprisingly, it can be difficult to seize control of IT infrastructure and service costs. SolarWinds, through Web Help Desk and now SolarWinds Service Desk, says it helps to drastically simplify all of this through easy, on-premises ticketing software, or an ITIL-ready, SaaS-based service-desk solution. The goal is to help ensure smart, powerful, and affordable ITSM solutions are accessible to companies of all shapes and sizes.

“IT service desks are a core solution every employee must interact with to get their jobs done each and every day,” said Doron Gordon, senior vice president, ITSM, SolarWinds. “As businesses make new strides in their digital transformation journeys, it’s essential their ITSM solution can evolve with them and continue serving the needs of both the employees and the IT staff. For the first time, SolarWinds can offer a range of ITSM offerings, and put employee service offerings within the hands of IT pros from small businesses to large enterprises through SolarWinds Service Desk.”

SolarWinds’ Doron Gordon

One of the perks of SolarWinds Service Desk is that it takes care of the manual burden of managing incoming tickets and tracking technology assets, which massively frees up time, budget and allows IT professionals to focus on bigger-picture items and growth projects. SolarWinds Service Desk incorporates automation, artificial intelligence and machine learning to help streamline IT support services and empower employee self-service.

Along with SolarWinds Service Desk comes the newest addition to the service management portfolio — SolarWinds Discovery. This solution aims to accurately and cost-effectively discover, map and manage technology assets. It enables organizations to consolidate asset information from multiple repositories, provides real-time intelligence on assets and enhances flexibility for collecting and managing data.

“A majority of businesses don’t have consistent insight into IT spending, and similarly, IT teams are bottlenecked with an overload of requests,” adds McClendon. “Both of these things combined lead to overspending and unnecessary overhead, and our goal through SolarWinds Service Desk is to bring significant cost savings to our customers, as well as better visibility and insights into their IT assets.”