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
In the world of digital-first business, there is no tolerance for service outages. Businesses know that outages are the quickest way to lose money and customers. For smaller organizations, unplanned downtime could even force the business to close ... A new study from PagerDuty, The State of AI-First Operations, reveals that companies actively incorporating AI into operations now view operational resilience as a growth driver rather than a cost center. But how are they achieving it? ...
In live financial environments, capital markets software cannot pause for rebuilds. New capabilities are introduced as stacked technology layers to meet evolving demands while systems remain active, data keeps moving, and controls stay intact. AI is no exception, and its opportunities are significant: accelerated decision cycles, compressed manual workflows, and more effective operations across complex environments. The constraint isn't the models themselves, but the architectural environments they enter ...
Like most digital transformation shifts, organizations often prioritize productivity and leave security and observability to keep pace. This usually translates to both the mass implementation of new technology and fragmented monitoring and observability (M&O) tooling. In the era of AI and varied cloud architecture, a disparate observability function can be dangerous. IT teams will lack a complete picture of their IT environment, making it harder to diagnose issues while slowing down mean time to resolve (MTTR). In fact, according to recent data from the SolarWinds State of Monitoring & Observability Report, 77% of IT personnel said the lack of visibility across their on-prem and cloud architecture was an issue ...
In MEAN TIME TO INSIGHT Episode 23, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the NetOps labor shortage ...
Technology management is evolving, and in turn, so is the scope of FinOps. The FinOps Foundation recently updated their mission statement from "advancing the people who manage the value of cloud" to "advancing the people who manage the value of technology." This seemingly small change solidifies a larger evolution: FinOps practitioners have organically expanded to be focused on more than just cloud cost optimization. Today, FinOps teams are largely — and quickly — expanding their job descriptions, evolving into a critical function for managing the full value of technology ...
Enterprises are under pressure to scale AI quickly. Yet despite considerable investment, adoption continues to stall. One of the most overlooked reasons is vendor sprawl ... In reality, no organization deliberately sets out to create sprawling vendor ecosystems. More often, complexity accumulates over time through well-intentioned initiatives, such as enterprise-wide digital transformation efforts, point solutions, or decentralized sourcing strategies ...
Nearly every conversation about AI eventually circles back to compute. GPUs dominate the headlines while cloud platforms compete for workloads and model benchmarks drive investment decisions. But underneath that noise, a quieter infrastructure challenge is taking shape. The real bottleneck in enterprise AI is not processing power, it is the ability to store, manage and retrieve the relentless volumes of data that AI systems generate, consume and multiply ...
The 2026 Observability Survey from Grafana Labs paints a vivid picture of an industry maturing fast, where AI is welcomed with careful conditions, SaaS economics are reshaping spending decisions, complexity remains a defining challenge, and open standards continue to underpin it all ...
The observability industry has an evolving relationship with AI. We're not skeptics, but it's clear that trust in AI must be earned ... In Grafana Labs' annual Observability Survey, 92% said they see real value in AI surfacing anomalies before they cause downtime. Another 91% endorsed AI for forecasting and root cause analysis. So while the demand is there, customers need it to be trustworthy, as the survey also found that the practitioners most enthusiastic about AI are also the most insistent on explainability ...
In the modern enterprise, the conversation around AI has moved past skepticism toward a stage of active adoption. According to our 2026 State of IT Trends Report: The Human Side of Autonomous AI, nearly 90% of IT professionals view AI as a net positive, and this optimism is well-founded. We are seeing agentic AI move beyond simple automation to actively streamlining complex data insights and eliminating the manual toil that has long hindered innovation. However, as we integrate these autonomous agents into our ecosystems, the fundamental DNA of the IT role is evolving ...