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Introducing SolarWinds Service Desk Enterprise

Level 9

We’re excited to introduce you to a solution designed to help you meet the process automation, scalability, and security requirements of your organization. Enter SolarWinds Service Desk Enterprise! This new, top-tier plan was designed to address the needs of large organizations with advanced IT service management (ITSM) practices.  

This new plan includes capabilities to address the management needs of complex IT infrastructure, scale delivery of IT services and support, and strengthen your overall service desk security posture. Service Desk Enterprise includes:

  • New CMDB Data Model and CMDB Visual Map supports richer and more advanced configurations while helping you navigate and understand complex configuration models.
  • Multi-Factor Authentication offers another layer of access control to your service desk.
  • Change Templates and Workflows drive consistency while accelerating change management.

The new CMDB data model, as well as change templates and workflows, are also available in the SolarWinds Service Desk Professional plan.

Let’s get a better understanding of the capabilities in the new Enterprise plan as well as the top use cases it supports.

Increase IT Visibility with New CMDB Model and Visual Map

Many organizations have a large, complex IT infrastructure that includes multiple locations and numerous layers. These types of environments make it harder to deliver IT services, since it’s challenging to understand how your underlying infrastructure impacts IT services. As a result, it becomes more difficult to support your employees by resolving incidents, troubleshooting problems, and making changes.

To address these issues, the Enterprise plan includes a new data model and visual map for your Configuration Management Database (CMDB) in SolarWinds Service Desk. A CMDB gives you deep visibility into how your infrastructure supports IT services you offer to your employees. It allows you to build a comprehensive picture of your technology landscape with configuration items (CIs) for every component in your IT infrastructure and relationships between these CIs to help you understand how these components interact together.

We’re introducing a new, hierarchical data model for our CMDB that allows you to define new entities for common components in your IT environment, including data centers, applications, and software. Your service desk can model and manage complex IT and business services along with the relationships between these different services. This enables you to tie these configurations to key IT service management processes, which increases productivity, improves alignment with the business, and enhances employee service experiences.

 

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Our new visual map enables you to automatically visualize your CMDB, which includes CIs and the relationships (also known as dependencies) between them. This greatly increases your visibility into your IT infrastructure by giving you a clear understanding of dependencies and potential impacts between CIs. It allows you to contextualize IT issues faster and improve key ITSM processes like incident, problem, change, and release management.

 

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For example, when making a change to a network device (such as a router), you can use the new CMDB data model and visual map to better plan and implement this change. This visual representation and configuration model gives you insights into CIs and relationships associated with the router, allowing you to assess the impact and risks of the potential change while reducing the chances of a change failure.

Improve Access Control with Multi-Factor Authentication

Your organization or industry may have stringent security standards that require an additional layer of protection and stronger access control policies. This means you cannot rely on passwords alone to protect access to the service desk.

To meet these security requirements, we are offering Multi-Factor Authentication (MFA) in the Enterprise plan. MFA is a method of confirming a user's identity by utilizing:

  • Something they know (e.g. a password)
  • Something they possess (e.g. an email account, mobile phone)
  • Something the user is (e.g. a person who has both the username and password of an account)

Many of you might be familiar with these capabilities from using MFA in consumer-facing apps or Single Sign-On (SSO) solutions that have built-in MFA.

MFA in SolarWinds Service Desk requires employees and service desk agents to use a second authentication method to log into the service desk. These authentication methods include a mobile phone, email, and Google Authenticator. 

 

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By improving access control to your service desk, you’re reducing the risk of identity theft to your agents and employees. MFA strengthens your overall security posture by providing another layer of defense that further protects your data and enables you to meet the security standards of your organization and industry. MFA can also be used to provide highly secured authentication to ad-hoc or external users such as contractors who process certain tickets.

Streamline Change Management with Change Templates and Workflows

Planning and implementing changes across your organization isn’t easy. And, maintaining consistency and avoiding errors when making changes is tough without a standardized change management process. This also leads to manual change processing, which is often time-consuming and, in some cases, can result in failed changes in addition to downtime due to poorly planned and executed changes. 

This is why we’re adding new templates and workflows to our change management capabilities in SolarWinds Service Desk. These templates, or change catalog items (CCI), allow you to create predefined change plans for different types of changes across your organization. You can use these templates to pre-populate fields like the rollback and test plan, as well as process steps in new change requests.

 

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In addition to change plan templates, we’re introducing new automated change workflows to streamline and facilitate the change implementation process and reduce human error. With this enhancement, you can set predefined conditions and automatic actions for your change implementation process. These actions include updating the change state, adding tasks and approvals, grouping steps together, adding a set of conditions, and even stopping the process. Once stopped, you can update the process as needed and restart it.

 

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Together, these capabilities drive consistency and increase control for routine change plans across your organization by enforcing ITIL best practices for both change requesters and implementers. This streamlines planning and implementation of changes while decreasing human errors and manual processing times. Moreover, improved automation workflows accelerate change approval and execution times. These enhancements can even help you reduce change failures and downtime caused by unmanaged changes.

This functionality is available in both the Professional and Enterprise plans of SolarWinds Service Desk.

The new capabilities built into the Enterprise plan are focused on the needs of enterprises in addition to organizations that have high security, scalability, and process automation requirements. The packaging structure of SolarWinds Service Desk is designed to align to the size and process levels of our customers, allowing you to grow with us as your ITSM practices mature, your organization evolves, and requirements change. 

For more information on the SolarWinds Service Desk Enterprise plan, please visit our pricing page or contact your SolarWinds Customer Success Manager.

If you have any questions or feedback on the Enterprise Plan, please comment below. You can also check out these new capabilities by starting a free 30-day trial of SolarWinds Service Desk today.