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:
April 14, 2024
- 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 345 words used.
IT environments have grown in complexity. Increasingly, organizations rely on distributed hybrid and multi-cloud environments and apps to get work done. This escalating complexity is one of the biggest challenges facing businesses today, bringing a sharp increase in technology issues an end-user can encounter. This means IT teams are now spending more time fixing IT issues or third-party software challenges—with little time left over for innovating and improving services.
To address this, SolarWinds launched innovative new service management capabilities for SolarWinds® Service Desk, a cloud-based software solution designed to eliminate barriers to employee support services, ensure IT issues are addressed efficiently and effectively, and eliminate the silos created by our digital world. By bringing service management practices and incident reporting into a centralized point of contact, SolarWinds Service Desk helps organizations maximize productivity, reduce operational chaos, accelerate the resolution of technology issues, and better align IT practices with broader business goals.
The transformative AI (artificial intelligence) and machine learning (ML) capabilities SolarWinds incorporated into Service Desk this year help reduce ticket volume and enable users to remediate IT issues quickly, so teams can focus on more complex issues. The new capabilities include a virtual agent to help users solve everyday IT problems and guided incident resolution to effectively address complex issues, from system outages to frustrating integrations with crucial third-party apps like Zoom. This incorporation of AI into Service Desk provides a new level of automation that both accelerates and improves the resolution of IT issues, while identifying opportunities to refine organizational processes and communication between departments.
Additionally, SolarWinds recently introduced a new Enterprise Service Management (ESM) capability to Service Desk, extending the benefits of service desks beyond the IT department. ESM allows every department across an organization, from HR to legal to marketing, to set up its own service desk to manage requests, communication, and other key team resources. This is especially valuable to those who currently rely on disparate and disconnected tools across departments to manage inbound requests and workflows. ESM eliminates silos, speeds up response times, and simplifies the company’s technology stack.
- 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 243 words used.
The cloud-native SolarWinds Service Desk solution is highly regarded in the industry for being easy to use and effective while providing quick time to value. Customers can also enhance and personalize Service Desk through integrations with more than 200 popular cloud applications. According to an August 2023 survey of SolarWinds customers, Service Desk users achieved an average 23% reduction in time spent resolving incident and service ticket requests and a 21% reduction in both system downtime and ticket submission volume. These achievements are due in large part to the AI-powered Service Desk features recently introduced by SolarWinds, including a virtual agent to support troubleshooting and guided incident resolution. Additionally, surveyed SolarWinds Service Desk users saw customer experience metrics (such as CSAT, NPS, and CES) improve by an average of 21% and, in some cases, as much as 45%.
Furthermore, the average SolarWinds Service Desk customer surveyed saved 23 hours per week due to reduced ticket volume—nearly the equivalent of adding an extra employee to their team. Additionally, participants reported the ability to handle an average of 19% more tickets per IT agent, enabling teams to focus on innovation and progress toward long-term business goals. Finally, one in six SolarWinds Service Desk customers reported an ROI of up to 3x their IT service management investment, with more than half (51%) reporting a return of 3x their investment. This is in addition to the immense value provided through faster incident detection, resolution, and service delivery.
- 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):
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