Incident management consolidates, manages, and prioritizes incoming tickets.
Service catalog standardizes service request and fulfillment processes.
Fully integrated IT asset management compiles hardware, software, POs, and more.
Service portal for users to have a single place to submit tickets and requests.
| Product | Market Share (%) |
|---|---|
| SolarWinds Service Desk | 0.5% |
| ServiceNow | 21.5% |
| JIRA Service Management | 8.8% |
| Other | 69.2% |
| Author info | Rating | Review Summary |
|---|---|---|
| Team Leader at Orient Technologies Pvt. Ltd. | 4.5 | I've replaced Kaseya with SolarWinds Hybrid Cloud Observability and Service Desk, finding them easy to set up, stable, scalable, and well-suited for managed services, with strong ITIL alignment and helpful features like knowledge base and asset management. |
| L3 Technical Support Engineer at SV Gaming Limited | 4.5 | We use SolarWinds Service Desk for managing daily IT incidents and requests, valuing its automation features. However, integration with other apps needs improvement. We switched from ServiceNow due to cost, despite SolarWinds' issues with managing incidents and requests separately. |
