Incident Management Software

Improve IT incident management to make the troubleshooting process more automatic, simpler, and more efficient
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Improve agent efficiency and user experience through better ITIL incident management

Customers love our Incident Management capabilities as part of their IT Service Management (ITSM) program. Our goal is to help your agents get in and out of tickets as efficiently as possible, while providing the best experience for your endusers.

Incident Management within SolarWinds Service Desk provides better ticket creation, routing, management, and remediation methods. Tightly connected to the Knowledge Base capabilities and powered by AI, it even provides ticket deflection capabilities, helping your end-users self-serve the answers they need.

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Resolve tickets before they’re even opened

The easiest incidents to resolve are the ones that never get opened. Agents get inundated with low-criticality tickets every day. Our incident management system leverages AI to integrate with the knowledge base to suggest articles to end-users while they are creating tickets. Our Virtual Agent, an , also helps end-users find knowledge base articles for their most common problems.

End-users receive a better experience when the answers to their common challenges are resolved immediately interruption.

And all are available no matter where and how they work, whether on the web, mobile, slack, or teams.

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Boost employee performance - doing more with less

Most companies have more incidents, requests, and tickets than agents can effectively handle, leaving some tickets never resolved, SLAs  missed, and employees feeling overworked. SolarWinds Service Desk puts your agents at the center of their work, from agent-customizable incident overview screens, live agent collaboration on tickets, AI-recommended fixes, and multi-ticket resolution.

Now your team can deliver on their commitments, provide a great end-user experience, and still make it home in time for dinner.  

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Automate IT incident management across your company

Automating IT services will allow your organization to operate more quickly and meet employee service demands in a unified way. The right incident management software gives your service and support teams automated rules to eliminate simple tasks, route tickets to the right people, and resolve incidents faster—and the quicker you get your resources aligned, the faster a ticket can be closed. Automated incident tracking software gives your business time back, so you can focus on what really matters.

SolarWinds Service Desk leverages a powerful Automation engine to bring even more efficiency to your maturing ITSM practices. Our IFTTT (If this than that) automation principles allow easy point & click automation rule creation for nearly anything you need for incidents. Set automation to send notifications, update records, and create a change record, to name a few examples.

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Best practices of the ITIL framework through incident management software

Since ITIL is a framework, ITIL best practices adoption varies from organization to organization. Still, best practices can benefit most organizations, including encouraging service requests over break-fix incident tickets and automating the incident creation, updating, routing, and closing processes.

With our software’s help, you can quickly adopt ITIL best practices and assess employees’ needs. Our incident management software will match incidents and impacted assets with relevant solution articles, so your team can keep best practices in mind for every ticket. Our system also helps employees visualize the incident lifecycle, escalate incidents into problems, and associate incidents with upcoming changes.

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Get More on Incident Management Software

Do you find yourself asking…
“SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve gone from six different platforms to one. It brings our departments much closer together.”

Gilad Vinitsky

CTO

The BLOC

Streamline IT services by improving incident management strategy

Service Desk

  • Automate user incident management using tickets and track their entire lifecycle
  • Gain better insight into IT infrastructure and assets dependencies with CMDB software
  • Leverage your internal and external knowledge base to improve IT teams' activities, as well as encourage end users to solve the problem themselves
Start Free TrialFully functional for 30 days
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Contact our team. Anytime.