Tools

Self-Led Project Plan for SolarWinds Service Desk

This article provides a step-by-step guide for self-led onboarding of SolarWinds Service Desk (SWSD). It includes account setup, user management, incident and service request configuration, automation, asset and risk management, ITIL process modules, reporting, and best practices to help you streamline service delivery, improve issue resolution, and enhance IT service management efficiency.

First published date

8/18/2025 4:53 PM

Last published date

8/18/2025 4:53 PM

Overview

Installation & Setup

Confirm SWSD Account Setup

Ensure your SolarWinds Service Desk account is active and accessible.
Service Desk Getting Started Guides 

Configure Organization, Sites & Departments

Set up your organization, sites, and departments for accurate ticket and asset tracking.
Organization & Sites Setup

Define Business Hours

Configure business hours for SLA calculations.
Business Hours Setup

User Management

Import & Provision Users

Import users via CSV, IDaaS, API, or manual creation.
User Management

Configure Roles & Permissions

Assign appropriate roles and access levels to users.
Roles Setup

Incident & Service Request Management

Set Up Categories & Subcategories

Define categories for incidents and service requests for routing and reporting.
Categories Setup

Configure Groups & Queues

Create groups for assignment and queues for ticket triage.
Groups Setup
Queues Setup

Establish SLA Rules

Set service level targets for response and resolution times.
Service level management 

Configuration

Enable Single Sign-On (SSO)

Integrate SSO using Azure, OneLogin, Okta, or other supported providers.
SSO Setup

Configure Email Settings

Set up inbound and outbound email for ticket creation and notifications.
Email Settings

Customize Service Portal

Adjust branding, layout, and functionality for end users.
Service Portal Setup

Automation & Optimization

Create Automations

Set automated workflows for incident routing, updates, and notifications.
Automation Rules

Build Service Catalog Items

Publish pre-approved service offerings with workflows and approvals.
Service Catalog Setup

Develop Knowledge Base Solutions

Create articles for common issues to improve self-service.
Solutions 

Asset & Risk Management

Deploy Discovery Agent & Scanner

Collect asset information across your environment.
Discovery Agent Guide

Configure Asset Settings

Define rules, IDs, and asset categorization.
Asset Settings

Set Risk Monitoring

Enable alerts for low disk space, unauthorized software, and other risks.
Risk management 

ITIL Process Modules

Problem Management

Track and resolve root causes of recurring issues.
Problem Management

Change Management

Control IT service changes with minimal disruption.
Change Management

Release Management

Coordinate, test, and deploy releases.
Release Management

Reporting & Analytics

Review Prebuilt Reports

Analyze SLA compliance, resolution times, and CSAT scores.
Reports

Testing & Go-Live

  • Test User Roles, Email, and Automations
  • Verify access, email flows, and workflow routing.
  • Conduct Service Portal Review
  • Confirm design, navigation, and service catalog functionality.

Notes

Product section

Service Desk