Is SolarWinds Service Desk the same as Samanage?

Yes, SolarWinds Service Desk was formerly known as Samanage. SolarWinds acquired Samanage and rebranded it, enhancing it with AI features and deeper integration with the SolarWinds ecosystem.

What happened in the 2020 SolarWinds security breach?

The SUNBURST incident in 2020 involved compromised software updates for SolarWinds Orion, not Service Desk. Service Desk is a separate cloud-native platform built on AWS with ISO 27001 certification and AES-256 encryption.

Does SolarWinds Service Desk offer remote desktop support?

Yes, through native integration with Damewire Remote, technicians can initiate remote control sessions directly from tickets to troubleshoot end-user devices.

Can SolarWinds Service Desk be deployed on-premise?

No, SolarWinds Service Desk is exclusively cloud-hosted on AWS. For on-premise ITSM needs, SolarWinds offers Web Help Desk as an alternative.

What AI features are available in SolarWinds Service Desk?

AI features include incident correlation to identify related tickets, automated knowledge base generation from resolved tickets, and predictive analytics for SLA management.

SolarWinds Service Desk

SolarWinds Service Desk is a cloud-based ITSM solution offering service desk, asset management, and remote support. Formerly Samanage, it provides ITIL-aligned processes with AI-powered incident correlation.

Visit SolarWinds Service Desk

About SolarWinds Service Desk

SolarWinds Service Desk (formerly Samanage) is a comprehensive, cloud-native IT Service Management solution designed to streamline IT operations and enhance user experiences. Built on Amazon Web Services (AWS) infrastructure, it offers a multi-tenant SaaS platform accessible via web browsers without requiring client-side installations.

The platform combines service desk functionality with IT asset management (ITAM), providing automated discovery and tracking of hardware and software assets. It features a modern, intuitive interface designed for both technical and non-technical users, with customizable dashboards and extensive self-service capabilities. The service desk includes AI-powered incident correlation and automated knowledge base generation to improve resolution times.

SolarWinds Service Desk supports over 40 languages and offers geographically distributed hosting across the USA, EU, and Australia for data residency compliance. It integrates with other SolarWinds products like Dameware for remote support and provides extensive third-party integrations through its marketplace.

Key Features

ITIL-Aligned Service Management: Incident, problem, change, and service request management following ITIL best practices.
Integrated Asset Management: Automated asset discovery, lifecycle tracking, and software license management with CMDB capabilities.
AI-Powered Automation: AI incident correlation to identify related tickets and automated knowledge base article generation.
Self-Service Portal: Customizable end-user portal with service catalog, knowledge base, and automated service request fulfillment.
Remote Support: Native integration with Dameware for remote control and troubleshooting of end-user devices.
Advanced Analytics: Customizable dashboards, SLA monitoring, and predictive analytics for service optimization.

Pricing

Team: $39/agent/month (billed annually) Basic ticketing, self-service portal, knowledge base, and email integration for small teams.
Business: $69/agent/month (billed annually) Adds change management, SLA management, asset management, and advanced automation rules.
Professional: $89/agent/month (billed annually) Includes problem management, project management, purchase orders, and custom integrations.
Enterprise: Custom pricing Multi-site support, advanced security features, dedicated account management, and unlimited API access.

Pricing last updated: February 17, 2026 at 11:43 AM

Use Cases

Cloud-based IT service desk replacing on-premise solutions
IT asset management and automated discovery
Change management with CAB approval workflows
Multi-site IT operations requiring centralized management
Integration with existing SolarWinds monitoring tools

Pros & Cons

Pros:

Cloud-native SaaS requiring no infrastructure maintenance
Strong integration with SolarWinds monitoring ecosystem
Intuitive interface with minimal training required
Good asset management capabilities with automated discovery
Multi-language support for global deployments

Cons:

Historical security concerns from 2020 SUNBURST incident
Customer support response times reported as slow by some users
Limited customization options compared to enterprise competitors
Pricing increases significantly with advanced tiers
Reporting performance can be slow for large datasets

Integrations

SolarWinds Orion, Dameware, Microsoft 365, Google Workspace, JIRA, Salesforce, Slack, Microsoft Teams, Zendesk, TeamViewer, and 140+ integrations via SolarWinds marketplace.