Company: SolarWinds
Nomination Submitted by: Goldin Solutions
Company Description: SolarWinds is a leading provider of simple, powerful, and secure observability and IT management software.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Service Management Solution
 Nomination Title: SolarWinds Service Desk
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
January 29, 2023
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 239 words used.
As IT environments become more complex and employees rely on cloud-based apps to get work done, IT departments can be inundated with requests to solve issues such as Zoom® camera outages, Wi-Fi issues, configuration and compatibility issues and other technical problems that can be easily solved. These requests—even if a vast majority could be handled quickly—can distract IT pros from supporting the most urgent business needs of the company. Many ticket requests become a burden for IT departments who, like everyone else, are looking for efficiency.
SolarWinds® Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value. Service Desk uses AI to automatically route and assign incoming tickets or service requests based on specific criteria to ensure tickets are delivered to the right subject matter experts. SolarWinds has also integrated AI to accelerate ticket resolution with automatic ticket category selection. This automated ticket categorization speeds response times and enhances efficiency. AI helps reduce the number of tickets and allows IT pros to be more efficient, enabling them to focus on the most critical issues that need their attention.
SolarWinds is soon adding even more transformative artificial intelligence and machine learning capabilities to its Service Desk solution, including a virtual agent that will help users solve everyday IT problems and guided incident resolution to empower agents with the information they need to resolve complex issues effectively.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 263 words used.
The cloud-native SolarWinds Service Desk solution is highly regarded in the industry for being easy to use and effective for users and IT agents while providing quick time to value.
- Tech Times: Named SolarWinds Service Desk a top recommended service desk software in 2023, noting that the solution helps observe, automate, visualize, and remediate the many processes needed in a service desk software to help the company's system address and resolve concerns.
- Gartner® reviews: Service Desk has been applauded by customers for its ease of use, ability to identify high-priority problems, and unified nature in managing many application requests within one platform.
- iTWire: Praised Service Desk for its range of ITL offerings and scalability, calling it “the only service desk solution you’ll need whether you’re a start-up or an established business.”
These reviews are the results of SolarWinds working closely with tech professionals and the tech community. The company engages directly with customers through its 180,000-plus-member-strong online THWACK® community to develop and test new capabilities to ensure they make it easier for IT pros to do their jobs. For example, SolarWinds recently surveyed Service Desk customers and found that the new AI features enabled IT teams to reduce ticket resolution time by 24% and save an average of 23 hours per week. Surveyed Service Desk customers have also reported a reduction in downtime of 21% on average and a 24% average increase in progress toward achieving Service Level Agreements (SLAs). Overall customer experience metrics (such as CSAT, NPS and/or CES) also improved on average by 21% due to service management improvements.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 37 words used.
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