Service Desk, image credit pixabay/Alexas_PhotosFollowing a slew of acquisitions, SolarWinds has launched a Service Desk solution. Solarwinds is a brand familiar to IT leaders with a wide range of products in ITSM. With the ITSM market set to reach $8.5 billion by 2023, according to IDC, SolarWinds clearly feels it is time to take a greater share of the wider service desk market.

The new SaaS based solution is a rebranding of the SaaS based Samanage solution that SolarWinds acquired in April 2019 for $350 million. Its aim is to challenge the likes of ServiceNow, thought it may be more disruptive to players such as Freshservice and Zendesk.

Doron Gordon, senior vice president, ITSM, SolarWinds.
Doron Gordon, senior vice president, ITSM, SolarWinds.

Doron Gordon, senior vice president, ITSM, SolarWinds commented: “IT service desks are a core solution every employee must interact with to get their jobs done each and every day. 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.”

Not just a Service Desk

Naming it Service Desk in some ways is a misnomer, as it actually does far more than that. Functionality is divided into four key areas.

  • Core Service Desk Functionality: A certified ITIL ready service desk with incident management and release management modules. Its supports employee self service, service level management, Knowledge management and an Agent mobile app. It also has a wide variety of integrations to other solutions.
  • Process Automation and Artificial Intelligence: The system supports the ability to automate processes with a form builder and work flow engine. An AI engine supports dynamic ticket routing. How sophisticated this is, is unclear.
  • Employee Service Management: As with SolarWinds Web Desk the new Service Desk system is also used beyond IT. Other departments that operate Service Desks, such as HR or Facilities are also able to use the tool. As different service desks are created the system supports workflows between them. Thus, if an issue first raised with Facilities needs to transfer ownership to the IT team, the ticket is transferred without re-entry.
  • IT Asset Management and Configuration Management: SolarWinds has also fully integrated SolarWinds Discovery so that the Service Desk has full visibility of assets within the organisation. This enables the Service Desk to perform full IT Asset Management, Configuration Management and Procurement Management on their assets.

Gordon added: “Businesses are significantly overspending on hardware and software due to asset management solutions with poor transparency. This creates bottleneck issues that can result in unplanned downtime, which costs organizations even more in the long-run. SolarWinds Discovery offers technology leaders and decision-makers a new level of visibility into not only their IT assets, but their entire technology landscape.”

SolarWinds has also reduced the prices of the Service Desk offering to boost sales. The solution is available on a trial for 30 days and it is available in three tiers

  • Team : £19 per user per month
  • Business £39 per user per month
  • Professional £59 per user per month

Enterprise Times: What does this mean

In acquiring Samanage and rebranding it, SolarWinds has instantly catapulted itself into the leader space of the G2 Grid for IT Service Management (ITSM) Tools. With its complimentary solutions it will be harder to displace.

There are also increasing synergies between two companies within the Thoma Bravo Portfolio. SolarWinds is building out its solution for Enterprises to fulfil the full range of ITSM and service offerings. Another Thoma Bravo company, ConnectWise, has built out a similarly strong platform in the MSP market with its ITSM and PSA solutions. Both are aiming to challenge the market leaders in the space.

That SolarWinds now has a SaaS solution to replace Web Help Desk is critical for its future growth. While it will no doubt continue to sell Webdesk one would expect future development to concentrate on the SaaS solution.

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