Upgrade to Essentials Asset Management (Unlimited Asset Pack for 10000+ Assets) - Annual Subscription - Maintenance expires on same day as existing license

SolarWinds Service Desk is a modern, cloud-based AI-powered IT service management (ITSM) platform that maximizes agent and employee productivity with advanced intelligence and automation capabilities. It accelerates issue resolution, ensures SLAs, and delivers lightning-fast time to value while adhering to ITIL best practices.

Features:

• Incident Management
• Knowledge Base
• Service Portal
• Satisfaction Surveys
• Real-Time Agent Feedback
• Advanced Collaboration Tools
• People Shared Services Ready
• Advanced Approval Workflows
• Service Catalog
• Service Request
• Problem Management
• Release Management
• Service Level Agreement (SLA) / Business Hours
• Change Management - Requests & Approvals

A Complete Service Management Platform:

• A single platform for service management, IT asset management, configuration management, and much more.
• ITIL-ready service desk complete with incident, problem, change, and release management capabilities.
• Advanced reporting modules to analyze trends, monitor service quality, and continuously improve service management processes.

A Service Desk for the Digital Age:

•  Improve the productivity of agents and employees with native AIAI and the use of machine learning technologies.
•  Control your organization's processes, automate repetitive tasks and drive Greater efficiency of service thanks to the powerful automation and work flow engines.
•  Make agents work smarter through user experience that is based on research and analysis of how the agents are actually working.

Provide Your Employees with the Experience They Deserve:

•  Ensure that your staff are given the flexibility to submit tickets and make requests Gmail, telephone, collaboration tools like Microsoft Team and Slack, walkup or a configurable service portal.
• Manage and measure your service-level agreements (SLAs) and customer satisfaction (CSAT), highlighting opportunities to improve the overall employee experience.
• Scale SolarWinds Service Desk across personnel, sites, and departments to provide consistent standards of employee service throughout your organization.

An Easier Service Desk to Manage:

• Experience scalability and industry-leading system uptime with SolarWinds Service Desk, which leverages the power of Amazon Web Services (AWS) data centers.
• Implement the application in a matter of days or weeks with intuitive setup options and 100% configurable (no-code) changes to meet your business needs.
• Skip the costly and time-consuming upgrade cycles. Our multitenant, cloud- based architecture allows continuous deployment of new and enhanced functionality, meaning you’re on the latest and greatest version.

Reporting and Analytics:

•  Dashboards: Get a real-time snapshot of your service desk key performance indicators (KPIs) through a set of easily configurable widgets.
•  Reports: Visualize your service desk data to analyze trends, view agent performance metrics, and gather the insights needed to make future decisions through dozens of out-of-the-box and customizable reports, including trend reports, incident throughput, CSAT scores, and SLA breaches.

Employee Service Management:

•  Expanding Beyond IT:

  Set up a single point of contact with services provided by different departments within your organization. The department-specific layouts can extend your service desk to human resources, facilities, shared services, procurement/finance, legal, and other departments providing services to employees.

•  Interdepartmental Workflows:

  Collaborate across departments to help remove barriers slowing down service delivery by utilizing the service catalog to automate tasks and approvals while reducing fulfillment times on complex interdepartmental services.

• IT Asset Management and Configuration Management:

  Utilize SolarWinds discovery to consolidate a complete and accurate database of hardware and software assets directly within your service desk.

• IT Asset Management:

  Collect the full asset life cycle management and audit history of your devices, view your complete inventory, receive automatic risk notifications helping you to address potential impacts to your devices, and run software compliance reports to avoid costly true-up fees.

• Configuration Management:

  Keep your SolarWinds configuration management database (CMDB) fully updated so you can quickly diagnose and resolve issues while reducing impacts when changes are made to your infrastructure.

• Procurement Management:

  Align your assets with native contract, purchase order, and vendor management capabilities.

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