Security Management, Content, MSP, Content

SolarWinds Service Desk Counters ServiceNow ITSM; Not PSA

Credit: Joe Panettieri

SolarWinds, as expected, has launched Service Desk -- an IT service management (ITSM) platform positioned to counter ServiceNow. The new offering is based on SolarWinds' recent Samanage acquisition.

SolarWinds Service Desk can "remove the manual burden of managing incoming tickets and tracking technology assets, freeing up budget and empowering IT professionals to focus on critical growth projects and transformation," the company asserts.

On a related note, the company is pitching SolarWinds Discovery -- which can integrate with Service Desk and help users to discover, map, and manage technology assets, the firm says.

It sounds like SolarWinds plans to price Service Desk aggressively in a bid to compete against fast-growing ServiceNow.

SolarWinds Service Desk: MSP and PSA Ambitions?

Amid the Service Desk launch, ChannelE2E wondered if MSPs can use the offering as a PSA (professional services automation) platform. The short answer is 'no.' The longer answer involves this email exchange between ChannelE2E and Lee McClendon, senior vice president of strategic growth initiatives at SolarWinds.

ChannelE2E: Does SolarWinds plan to also position SolarWinds Service Desk for MSPs within the SolarWinds MSP business?

McClendon: SolarWinds has a suite of products that are great at serving the needs of managed service providers. We do not have specific plans to position SolarWinds Service Desk for this market but we continue to listen to our customers and respond to their needs.

ChannelE2E: Can SolarWinds Service Desk be used as a PSA (professional services automation) system and alternative to third-party options like ConnectWise, Datto Autotask and Kaseya BMS, among others?

McClendon: SolarWinds Service Desk is not a PSA solution as it lacks key PSA features such as billing, time tracking and customer management. SolarWinds MSP products are a great option for customers who need a professional services automation system.

ChannelE2E: Is there a natural upgrade path from SolarWinds MSP Manager, and does SolarWinds MSP Manager continue forward now that SolarWinds Service Desk has arrived?

McClendon: SolarWinds MSP Manager is an important piece of the SolarWinds portfolio and we are continuing to invest in this product to meet the needs of our customers. There is not an automated upgrade between these products.

Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.