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Compare Service Desk Plan Features

Customer Success and Support

We are serious about your success. From live support and community engagement to a dedicated success rep, you will never be totally on your own. The SolarWinds Service Desk team and community members will oversee and help you coordinate your implementation and on-boarding procedures.

Included
Essentials
Advanced
Premier
 
Community Support Includes support from the Service Desk Community, available online 24×7, 365 days a year.
 
Email Support Includes support via email from Service Desk, available 24×7, 365 days a year.
 
Chat Support Includes online chat support with Service Desk, available 24×7, 365 days a year.
 
Phone Support Includes phone support with Service Desk, available 24×7, 365 days a year
 
 
Team of Service Success Representatives Call in a pro! A Customer Success Manager (CSM) from Service Desk is available to answer any question you and your company have about using the solution.
 
 
SmartStart™ Speed your time-to-value with on-boarding services from Service Desk, designed to help you and your team get up and running.
Optional
Optional
Optional
 
Integration Services Connect Service Desk with other applications and support your existing processes with our integration services.
Optional
Optional
Optional
 
 
 
Service Management

We empower service desks big and small through agile, scalable, and automated service management solutions. Service Desk gives users the ability to submit tickets in multiple ways, allowing you to monitor escalations, manage tasks, track and measure successes, and unite your end users under one solution.

Included
Essentials
Advanced
Premier
 
Incident Management Manage unplanned interruptions or reduction in the quality for your services.
 
Knowledge Base Leverage a store of information or data to draw upon that is available to everyone in your company to help them answer questions quickly.
 
Service Portal Provides agents with a single portal to aggregate and organize all their work.
 
Satisfaction Surveys Deploy surveys to your users to measure and manage customer satisfaction needs and goals.
 
Real-Time Agent Feedback Agents can see who is typing a new comment, who else is viewing the same case record, get instant notifications on incoming updates, and more.
 
Advanced Collaboration Tools Work as a team to solve complex or unique problems. Multiple users can update the same case records at the same time and use a chatter tool to share information quickly and efficiently. Get notifications on changes to a case record that happen while an agent is working on it.
 
People Shared Services Ready Extends Service Desk capabilities beyond support for IT, enabling all departments [HR, legal, facilities, procurement, etc…] to deploy service catalogs and automation without having your IT teams support custom code or learn yet another user paradigm with its own set of security and access control privileges headaches.
 
Advanced Approval Workflows Automatic triggering, routing and actions. Provide all information necessary for approval in context. Define multiple approval steps with dependencies. Route approvals to users, queues or roles. Update records based on progress of approval process.
 
Service Catalog Present users with a catalog of available services that they can select from, including those from IT or from any other function in your company (e.g. HR, Facilities, Legal).
 
Service Request Capture all requests for services – and all relevant details – in a single portal that can be deployed across your organization using automated workflows.
 
Problem Management Prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.
 
Release Management Manage, plan, schedule, and control all of your releases through different stages and environments.
 
Service Level Agreement (SLA) / Business Hours Improve response and service quality by incorporating service level agreements (SLA) and managing work based on your organization’s business hours.
 
Change Management - Requests & Approvals Ensure that standardized methods and procedures are being used for efficient handling of all changes, helping to minimize the number and impact of any related incidents on services.
 
Change Templates & Workflows
 
Service Portal Tasks and Approvals
 
Automations Streamline processes and gain efficiencies by automating manual and/or repetitive steps.
 
 
Benchmarking Measure and manage against your peers through our unique benchmarking capability, giving you insights at-a-glance to how other organizations are performing relative to key performance indicators (KPI).
 
 
Virtual Agent
 
Virtual Agent (Premier)
 
 
Runbooks
 
 
 
IT Asset Management (ITAM)

We make it easy to control your technology landscape. From the number of tickets to any relevant devices and documentation, through user-friendly and reliable IT asset management solutions that ensure software compliance and heighten security, while minimizing costs.

Included
Essentials
Advanced
Premier
Inventory Organize and track hardware and software assets in a single repository that can be used across your organization.
Mobile Devices Manage your mobile device inventory – including company issued and BYOD – in a single place, track how its used, and who is using it at any time. Includes Android & iOS.
Map / Geographic Location Quickly understand where your assets are located to ensure compliance, completeness of tracking, and control cost measures.
QR / Bar Codes Generate unique barcodes and QR codes for each asset so you can scan the asset code with your mobile device and see asset details on the spot.
Warranty Information Keep your records up to date by automatically pulling hardware warranty information from hardware manufacturers, including Dell and Lenovo.
Purchase Order (PO) Management Keep track of your purchases and payments made against each contract, store terms, quantities and original purchase records.
Contract Management Organize contracts and avoid lease expirations by keeping track of renewal dates, agreement terms, and proof-of-purchase records.
 
Risk Management Continuously scan the data you have stored in Service Desk to identify problematic patterns so you can take the appropriate action.
 
License Compliance Automatically store and retrieve licenses, helping you maintain proof of license ownership and easily demonstrate license compliance in audits and reviews.
 
 
Configuration Management Database (CMDB)

We give you transparency into your assets and the relationships and interdependencies between them. Service Desk gives you a data warehouse for IT installations that is critical in achieving IT governance, risk management, and service delivery objectives.

Included
Essentials
Advanced
Premier
CI / Relationship With Service Desk, you can easily create relationships between your assets (CIs) in multiple places for a robust CMDB. Create relationships between CIs to CIs and between CIs and Incidents, Problems or Changes in your service desk.
Discovery / Mapping The entire relationship between your users, assets and the business you provide is at your fingertips. CIs can be attached to every incident, problem, or change so you can get a complete view of the related configuration items.
 
Visual Mapping
 
 
Automatic Dependency Mapping
 
 
 
Platform

Convenience is key to user adoption across your organization, which is why the details are most important to our solution. With access to Service Desk at your fingertips through the mobile application to over 200 integrations, Service Desk can be customized to meet your specific needs.

Included
Essentials
Advanced
Premier
Dashboards Real-time dashboards help you discover important patterns and trends that impact service quality and the performance of your technology environments.
Reporting & Dashboards Provide robust and flexible reporting that keeps you on top of your IT environment. Easily produce reports of the data you need, at the frequency you want.
Integrations Enhance your service desk and asset management solution by integrating with over 200 cloud applications.
Data Import / Export Service Desk lets you export reports or views in the system to PDF, CSV or HTML files as well as import data from other systems.
Mobile Apps Service Desk Mobile is designed for your mobile browser and requires no application installation.
Portal Customization Cut workload and service delivery time by providing an integrated service portal to your customers that can be customized to your needs.
Sites Define the sites’ location, description, time zone and business hours to gain greater control and support for your needs on a “per site” basis.
Departments You can organize your Service Desk experience by department, including location, description, time zone and business hours information.
Groups Groups give you greater flexibility and control. Simply create a name, a description and then add users to it. This is especially useful for managing service needs by group.
Customize Incident Lifecycle Customize and create new states within the Incident Lifecycle to better map to your process.
Internationalization Service Desk supports more than forty languages to help support you and your teams wherever they work.
Customize Fields / Form Create forms and associate a form with a module, such as incidents. Each form can be defined with its own set of fields using drag & drop.
Portal Designer Advanced portal layout customization.
 
Scheduled Reports Produce reports of the data and information you need, at the frequency you want.
 
Offline Data Backup Get a backup of your data sent to your email on a weekly basis.
 
Customize Email Templates Customize emails to your organization’s needs, showing your logos, messaging, and guidance to everyone involved in service management.
 
 
Roles

As your organization scales, the needs of your team members will evolve. We provide you with multiple options for bringing users into your Service Desk platform and give you the opportunity to customize their access and approval levels.

Included
Essentials
Advanced
Premier
Agent An agent is any individual in the company who: owns an incident, fulfills a service request, defines SLAs, documents problems, tracks and manages hardware assets, among many other related tasks.
Requestor A requester can submit incidents or request services from any part of the organization where Service Desk is being used.
Administrator An administrator is responsible for managing all aspects of the Service Desk solution, from initial setup through ongoing alignment to your organization’s needs.
Custom
 
Security

We give you the options to ensure that your information is protected through necessary security measures that allow you to create a backlog of data and always have that information on hand when it's needed the most.

Included
Essentials
Advanced
Premier
EU-US Privacy Shield Service Desk has been certified by the US-EU Privacy Shield Framework for being in compliance with EU data protection requirements when transferring personal data from the European Union to the United States in support of transatlantic commerce.
Single Sign On (SSO) Service Desk Single Sign On integration with Google relies on the ability to access Google’s Google+ API. Additionally, Service Desk supports SAML based integration with leading providers such as OneLogin, Okta and Centrify.
Multi-Factor Authentication (MFA)
HIPAA BAA In 2014, Service Desk announced its ability to support the HIPAA and HITECH regulations, as well as the ability to sign HIPAA Business Associate Agreements (BAAs) with customers. Service Desk is one of the few cloud-­based application providers that signs HIPAA Business Associate Agreements (BAAs), demonstrating our ongoing investment in enterprise security, compliance and control for our customers.
 
Up to 1,000 API calls per user per minute
Up to 1,500 API calls per user per minute
API Access Providing programmatic API access to Service Desk data and features in order to connect to 3rd party apps.
 
Domain Mapping Setup an easy-to-remember mapping on one or more of your domains to your Service Desk Portal.
 
Audit History Maintain a detailed audit trail for objects managed in Service Desk (incident, assets, etc.). The audit history provides detailed access to all of this historical data.
 
Login & Email Audits View your account’s login history and export in various formats for use in external applications. The list of entries can also be filtered and reported on.
 
Audits
 
 
Not sure which SolarWinds Service Desk solution is right for you?

Let one of our account executives assist in finding the solution thats a perfect fit for your organization's needs by scheduling a demo.

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