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SolarWinds Service Desk
What it is
SolarWinds Service Desk is a cloud-based, AI-powered platform for managing IT incidents, assets, configuration data, and changes. Incident tools support assisted responses and live collaboration, with engagement through the web, email, Teams, Slack, or the mobile app. Asset management can scan a network, report connected devices, track on-premises and cloud assets, and help manage licenses. Its CMDB maps dependencies and connects assets with incidents to support change impact analysis. Change tools bring documentation, approvals, history, and dependency visibility together. Listed AI capabilities include a generative AI sidekick, virtual agent, suggestions, sentiment analysis, and automatic categorization. The integration directory includes more than 200 cloud applications, among them Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier. Mobile features include ticket notifications, incident and asset management, quick ticket actions, and links to incident records. Plans start at $39/mo (annual); there is no free plan, but a 30-day trial is listed. IT asset management is an additional purchase, with pricing available upon request.
For and against
For
- Incident handling supports several communication channels.
- Asset tools track on-premises and cloud devices.
- CMDB supports dependency mapping and impact analysis.
- Mobile app includes ticket actions and incident links.
- Data centers available in the US, EU, or Australia.
Against
- No free plan is listed.
- IT asset management costs extra; pricing is upon request.
- Plans are billed annually per technician.
The verdict
SolarWinds Service Desk combines incident, asset, configuration, and change management with AI capabilities and a broad integration directory. Check the per-technician annual plan terms and separate asset pricing against your team's needs.
Who it suits
It suits growing teams, mature IT organizations, and teams seeking customization, with plans presented for each. Teams needing mobile incident and asset tools or integrations with listed cloud applications may also find it relevant.
Plans and prices
Essentials
unlimited users · asset pricing available upon request
Read 3 Oct 2026 · solarwinds.com
Advanced
unlimited users · asset pricing available upon request
Read 3 Oct 2026 · solarwinds.com
Premier
unlimited users · asset pricing available upon request · up to 1,500 API calls/user/minute
Read 3 Oct 2026 · solarwinds.com
On the record
- AI features
- Listed AI capabilities include a generative AI sidekick, virtual agent, smart suggestions, sentiment analysis, and automatic categorization.solarwinds.com · read 3 Oct 2026
- API
- The product page lists an Open REST API, and API access is included in the Advanced plan.solarwinds.com · read 3 Oct 2026
- Asset management
- Asset management can scan a network, report on connected devices, track on-premises and cloud assets, and help manage licenses.solarwinds.com · read 3 Oct 2026
- Change management
- Change management includes centralized documentation and approvals, change history, and visibility into dependencies.solarwinds.com · read 3 Oct 2026
- CMDB
- The CMDB supports dependency mapping, asset-to-incident correlation, and change impact analysis.solarwinds.com · read 3 Oct 2026
- Data protection
- SolarWinds says Service Desk data is encrypted in transit and at rest using AES-256, with passwords stored as SHA2 hashes.solarwinds.com · read 3 Oct 2026
- Data regions
- The security page says customers can choose a Service Desk data center in the US, EU, or Australia.solarwinds.com · read 3 Oct 2026
- Incident management
- Incident management includes assisted responses, live collaboration, and engagement through web, email, Teams, Slack, or the mobile app.solarwinds.com · read 3 Oct 2026
- Integrations
- The integration directory lists more than 200 cloud applications and names Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier among its integrations.solarwinds.com · read 3 Oct 2026
- Intended users
- SolarWinds presents Essentials for growing teams, Advanced for mature IT organizations, and Premier for teams seeking full customizability.solarwinds.com · read 3 Oct 2026
- Mobile app
- The mobile app supports ticket notifications, incident and asset management, ticket quick actions, and deep links to incident records.solarwinds.com · read 3 Oct 2026
- Plan limits
- IT asset management is available as an additional purchase, with asset pricing available upon request.solarwinds.com · read 3 Oct 2026
- Product
- Service Desk is a cloud-based, AI-powered IT service management platform.solarwinds.com · read 3 Oct 2026
- Security certifications
- The Service Desk security page lists SOC 2, ISO 27001 certification, and Skyhigh Enterprise-Ready status.solarwinds.com · read 3 Oct 2026
- Support
- All plans include email and community support; Essentials lists real-time 24/7 live chat support, while Advanced adds chat, phone, and email support.solarwinds.com · read 3 Oct 2026
