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SPECIFICTION
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SolarWinds Service Desk

solarwinds.com

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Spec score 8.1 #10 of 41 in IT Vendor Management Software

What it is

SolarWinds Service Desk is a cloud-based, AI-powered IT service management platform for incidents, assets, configuration data, and change processes. Incident handling includes assisted responses and live collaboration, with engagement through web, email, Teams, Slack, or the mobile app. Asset tools can scan a network, report connected devices, track on-premises and cloud assets, and help manage licenses. The CMDB supports dependency mapping, asset-to-incident correlation, and change impact analysis; change management includes documentation, approvals, history, and dependency visibility. Listed AI capabilities include a generative AI sidekick, virtual agent, smart suggestions, sentiment analysis, and automatic categorization. Its integration directory lists more than 200 cloud applications, including Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier. Plans are billed annually per technician: Essentials costs $39 a month, Advanced 99.00 USD, and Premier 124.00 USD; all list unlimited users. There is no free plan, but a 30-day trial is offered. IT asset management is an additional purchase with pricing available upon request.

Spec sheet

Product
Service Desk is a cloud-based, AI-powered IT service management platform.Read 3 Oct 2026 · solarwinds.com
Intended users
SolarWinds presents Essentials for growing teams, Advanced for mature IT organizations, and Premier for teams seeking full customizability.Read 3 Oct 2026 · solarwinds.com
API
The product page lists an Open REST API, and API access is included in the Advanced plan.Read 3 Oct 2026 · solarwinds.com
Integrations
The integration directory lists more than 200 cloud applications and names Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier among its integrations.Read 3 Oct 2026 · solarwinds.com
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.Read 3 Oct 2026 · solarwinds.com
Founded
1999Read 28 Sep 2026 · solarwinds.com
AI features
Listed AI capabilities include a generative AI sidekick, virtual agent, smart suggestions, sentiment analysis, and automatic categorization.Read 3 Oct 2026 · solarwinds.com
Asset management
Asset management can scan a network, report on connected devices, track on-premises and cloud assets, and help manage licenses.Read 3 Oct 2026 · solarwinds.com
Change management
Change management includes centralized documentation and approvals, change history, and visibility into dependencies.Read 3 Oct 2026 · solarwinds.com
CMDB
The CMDB supports dependency mapping, asset-to-incident correlation, and change impact analysis.Read 3 Oct 2026 · solarwinds.com
Data protection
SolarWinds says Service Desk data is encrypted in transit and at rest using AES-256, with passwords stored as SHA2 hashes.Read 3 Oct 2026 · solarwinds.com
Data regions
The security page says customers can choose a Service Desk data center in the US, EU, or Australia.Read 3 Oct 2026 · solarwinds.com
Incident management
Incident management includes assisted responses, live collaboration, and engagement through web, email, Teams, Slack, or the mobile app.Read 3 Oct 2026 · solarwinds.com
Mobile app
The mobile app supports ticket notifications, incident and asset management, ticket quick actions, and deep links to incident records.Read 3 Oct 2026 · solarwinds.com
Plan limits
IT asset management is available as an additional purchase, with asset pricing available upon request.Read 3 Oct 2026 · solarwinds.com
Security certifications
The Service Desk security page lists SOC 2, ISO 27001 certification, and Skyhigh Enterprise-Ready status.Read 3 Oct 2026 · solarwinds.com

Plans and prices

Essentials $39 a month annually; per technician unlimited users · asset pricing available upon request Read 3 Oct 2026 · solarwinds.com
Advanced $99 a month annually; per technician unlimited users · asset pricing available upon request Read 3 Oct 2026 · solarwinds.com
Premier $124 a month annually; per technician unlimited users · asset pricing available upon request · up to 1,500 API calls/user/minute Read 3 Oct 2026 · solarwinds.com

Every SolarWinds Service Desk plan and price →

Strong points and limits

Strong points

  • Incident engagement spans web, email, Teams, Slack, and mobile.
  • CMDB supports dependency mapping and impact analysis.
  • Integration directory lists more than 200 cloud applications.
  • Mobile app supports ticket notifications and asset management.
  • Data centers are available in the US, EU, or Australia.

Limits

  • No free plan; 30-day trial is listed.
  • Plans are billed annually per technician.
  • IT asset management costs extra; pricing is upon request.
  • Essentials live chat support is listed as 24/7.

Who it suits

Service Desk suits teams managing IT incidents, assets, configuration records, and changes in a cloud platform. SolarWinds presents Essentials for growing teams, Advanced for mature IT organizations, and Premier for teams seeking full customizability.

Verdict

Service Desk brings incident, asset, configuration, and change workflows together with mobile access and listed AI capabilities. Compare the annual per-technician plan costs and confirm the separate asset-management price before choosing.

Where Specifiction places it

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