Sold by: SolarWinds
Deployed on AWS
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices.
4.3
Overview
SolarWinds Service Desk is a modern AI-powered IT service management (ITSM) solution built on AWS and delivered as SaaS, designed to maximize productivity, accelerate resolutions, improve user and agent experiences, and align to ITIL best practices. SolarWinds Service Desk brings together everything you need - service management, asset management, CMDB, reporting, and more - with powerful enterprise service management features to help your teams solve problems quickly and effectively. AI-driven automation streamlines workflows and enhances agent accuracy and efficiency - it is your perfect choice for easy-to-use IT service management software. It is built to scale effortlessly, keep employees happy, and ensure operations run smoothly.
Highlights
- Incident management: Safeguard your organization and your SLAs with an efficient, scalable AI-powered incident management system for faster resolution and improved processes
- IT asset management: Enhance visibility, optimization, and compliance with smart asset management, including discovery, reporting, and full lifecycle management of your assets, wherever they are - on AWS, on-premises and beyond
- Change management: Structure change processes to minimize risk while maximizing stability, providing the tools needed to plan, execute, and communicate changes seamlessly
Details
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Buyer guide
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AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
ServiceDesk_Essentials | Annual, per technician, supports unlimited users. | $468.00 |
ServiceDesk_Advanced | Per technician, supports unlimited users. | $948.00 |
ServiceDesk_Premier | Per technician, supports unlimited users. | $1,188.00 |
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
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Customer reviews
Stacey S.
Streamlined Service Desk Solution
Reviewed on Apr 02, 2026
Review provided by G2
What do you like best about the product?
What I like best about SolarWinds Service Desk is how intuitive and user-friendly it is. It makes it easy to manage tickets, track requests, and maintain visibility across the entire workflow. I also appreciate the automation features, which help streamline processes and improve response times.
What do you dislike about the product?
One downside is that some advanced customization and reporting features feel a bit limited compared to more complex platforms.
What problems is the product solving and how is that benefiting you?
It centralizes and streamlines service requests, improves visibility, and automates workflows. That ultimately saves time, reduces errors, and helps me stay organized.
Jai J.
Intitutive and a simple product that works well - very dependable
Reviewed on Apr 02, 2026
Review provided by G2
What do you like best about the product?
easy to use, open API's, feature rich ITSM tool
What do you dislike about the product?
not very clear with how the pricing works..
What problems is the product solving and how is that benefiting you?
it is cost effective and a reliable tool.
Mark T.
Just started with SolarWinds Service Desk and it has many features I'm going to enjoy.
Reviewed on Feb 19, 2026
Review provided by G2
What do you like best about the product?
I like the fact that you can edit your responses in the a ticket and add attachments.
What do you dislike about the product?
Searching is difficult for me, if looking for a specific asset tag number, not knowing the ticket number.
What problems is the product solving and how is that benefiting you?
We can makes reports on types of issues, so we can that see how many of one type which leads to solving that issue.
Mandla N.
All-in-One Ticketing, Incidents & Asset Management That Speeds Resolutions
Reviewed on Jan 27, 2026
Review provided by G2
What do you like best about the product?
This brings Ticketing, incident tracking and asset management into on platform.it makes it easier to resolve issues
What do you dislike about the product?
The repotting tools are that flexible or powerful
What problems is the product solving and how is that benefiting you?
This solves the issue of disorganized IT Support by centralizing asset management and tickets which helps me resolve issues faster
Vaibhav Patkar
Improved service requests and network monitoring have increased efficiency but integration needs work
Reviewed on Dec 24, 2025
Review from a verified AWS customer
What is our primary use case?
SolarWinds Service Desk is used for ITSM and network monitoring purposes.
The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored.
SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk.
Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.
What is most valuable?
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities.
SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them.
SolarWinds Service Desk is an affordable product.
SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.
What needs improvement?
The primary concern so far is the integration part because of the APIs; this is the main area of concern.
Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.
For how long have I used the solution?
SolarWinds Service Desk was just implemented one month ago, and the entire platform is still being understood.
What do I think about the stability of the solution?
For any new product, there will be some glitches in the beginning and some issues, but otherwise, the product is functioning well. When encountering any new product, there will be some minor basics that might be forgotten, such as configuration or parameters, but this stage has been passed, and the product is functioning well currently.
What do I think about the scalability of the solution?
SolarWinds Service Desk is currently found to be scalable.
How are customer service and support?
A different team interacts with technical support from SolarWinds, and they handle the support interactions. Tickets can be raised with SolarWinds Service Desk support, and they are able to provide assistance. The specific data regarding support interactions is not available at this moment because it was not checked with team members.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
SeciON is still being used, and Kaseya is no longer being used. A different product has replaced Kaseya, while SeciON remains in place.
How was the initial setup?
The transition has just been completed, and many other things are being checked regarding the reporting and analytics part compared to Kaseya. An analysis of individual features of Kaseya versus SolarWinds Service Desk has not yet been completed.
What about the implementation team?
SolarWinds Service Desk is being used both as a customer and as a partner, integrator, and reseller.
The product is also being sold to clients.
Which deployment model are you using for this solution?
Public Cloud