SolarWinds announced the launch of SolarWinds Service Desk Enterprise, a new solution to help enterprises manage IT complexity, scale IT support services, and increase security within the service desk.
SolarWinds Service Desk Enterprise offers advanced ITSM capabilities that meet the heightened security expectations of modern enterprises and improve key service management processes for employees. Mature organizations require an enhanced level of dedicated support, the Enterprise plan includes on-boarding management and a dedicated customer success partner to help ensure successful adoption.
SolarWinds Service Desk Enterprise meets the challenges of modern enterprises by providing an upgraded CMDB data model to help service desk agents navigate even the most complex IT infrastructures. By increasing visualization of IT configuration items, SolarWinds Service Desk Enterprise makes it possible for organizations to better deliver robust change impact assessments, speed up approvals, reduce incident resolution times, and improve risk analysis and overall IT service efficiency. With strengthened measures that require multi-factor authentication for service desk logins, SolarWinds Service Desk Enterprise also helps its customers meet various security requirements and compliance standards.
“Today’s organizations have higher expectations for process automation and IT support, which require a service desk that can solve complex issues and support key business processes,” said Steve Stover, VP of Product Strategy at SolarWinds. “By providing updated visualization tools that tie to key service management needs such as change management and workflow automation, SolarWinds Service Desk Enterprise helps service desk agents exceed expectations with scalable and secure IT services.”
With these new capabilities and enhanced offerings, enterprise customers can:
- Reduce risk: Multi-factor/2FA authentication for service desk agents improves access control on the SolarWinds web application, employee portal and mobile platform. This is especially crucial for organizations in verticals such as finance, healthcare, and local and federal government. The CMDB visualization provides a means to assess change impact and reduce risk.
- Improved service availability: By enabling more efficient asset lifecycle management processes and faster incident resolution times, there’s increased uptime with better management of change of IT assets and services. Change management workflows now drive automation and consistent execution of the changes.
- Speed up problem resolution: Automatically visualizing configuration models and relationship types with SolarWinds upgraded CMDB enables faster contextualization of IT issues, incident resolution, and change, configuration, and problem management.
“IT teams are looking for ITOM solutions that drive cost reduction and containment, while enabling accelerated transformation through integrations across operational disciplines such as IT operations management and the service desk,” said Stephen Elliot, vice president management software and DevOps at IDC. “Customers are demanding critical features that enable deeper visibility and workflow automation that balance business outcomes across growth and cost metrics.”
SolarWinds Service Desk is offering discounted pricing on all Service Desk plans until June 30, 2020
The Latest
While most companies are now deploying cloud-based technologies, the 2024 Secure Cloud Networking Field Report from Aviatrix found that there is a silent struggle to maximize value from those investments. Many of the challenges organizations have faced over the past several years have evolved, but continue today ...
In our latest research, Cisco's The App Attention Index 2023: Beware the Application Generation, 62% of consumers report their expectations for digital experiences are far higher than they were two years ago, and 64% state they are less forgiving of poor digital services than they were just 12 months ago ...
In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...
A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...
In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...
Organizations are continuing to embrace multicloud environments and cloud-native architectures to enable rapid transformation and deliver secure innovation. However, despite the speed, scale, and agility enabled by these modern cloud ecosystems, organizations are struggling to manage the explosion of data they create, according to The state of observability 2024: Overcoming complexity through AI-driven analytics and automation strategies, a report from Dynatrace ...
Organizations recognize the value of observability, but only 10% of them are actually practicing full observability of their applications and infrastructure. This is among the key findings from the recently completed Logz.io 2024 Observability Pulse Survey and Report ...
Businesses must adopt a comprehensive Internet Performance Monitoring (IPM) strategy, says Enterprise Management Associates (EMA), a leading IT analyst research firm. This strategy is crucial to bridge the significant observability gap within today's complex IT infrastructures. The recommendation is particularly timely, given that 99% of enterprises are expanding their use of the Internet as a primary connectivity conduit while facing challenges due to the inefficiency of multiple, disjointed monitoring tools, according to Modern Enterprises Must Boost Observability with Internet Performance Monitoring, a new report from EMA and Catchpoint ...
Choosing the right approach is critical with cloud monitoring in hybrid environments. Otherwise, you may drive up costs with features you don’t need and risk diminishing the visibility of your on-premises IT ...
Consumers ranked the marketing strategies and missteps that most significantly impact brand trust, which 73% say is their biggest motivator to share first-party data, according to The Rules of the Marketing Game, a 2023 report from Pantheon ...
