CISO at a tech services company with 1,001-5,000 employees
Reseller
Top 5
Dec 24, 2025
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored. SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk. Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.
Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability, as we have replaced Kaseya Traverse with that. I recommend it to my customers. We are now dealing with SolarWinds Service Desk also, in addition to SolarWinds Hybrid Cloud Observability. Currently, in-house, we were using Kaseya Vorex, which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk, even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.
L3 Technical Support Engineer at SV Gaming Limited
Real User
Nov 29, 2022
We use SolarWinds Service Desk to manage daily incidents and requests from users to the IT team. The users log their tickets using the solution and it is forwarded directly to the IT team or by email.
Incident management consolidates, manages, and prioritizes incoming tickets.
Service catalog standardizes service request and fulfillment processes.
Fully integrated IT asset management compiles hardware, software, POs, and more.
Service portal for users to have a single place to submit tickets and requests.
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored. SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk. Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.
Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability, as we have replaced Kaseya Traverse with that. I recommend it to my customers. We are now dealing with SolarWinds Service Desk also, in addition to SolarWinds Hybrid Cloud Observability. Currently, in-house, we were using Kaseya Vorex, which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk, even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.
We use SolarWinds Service Desk to manage daily incidents and requests from users to the IT team. The users log their tickets using the solution and it is forwarded directly to the IT team or by email.