Samanage
SolarWinds Service Desk (formerly Samanage) is a cloud-based IT service management platform offering incident, asset, change, and problem management with AI-powered automation for IT and ESM teams in SMB, mid-market, and enterprise segments globally.
- Company typePrivate
- Founded1999
- HeadquartersCary, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What Samanage does
Samanage was founded in 2007 as a cloud-native IT service management (ITSM) platform and was acquired by SolarWinds in 2019, subsequently rebranded as SolarWinds Service Desk. The platform is built on a multi-tenant SaaS architecture with three regional data centers covering North America, EMEA, and APAC, and delivers core ITSM capabilities including incident management, problem management, change management, release management, IT asset management with an integrated CMDB, automation/workflows, reporting, and a mobile application. An AI feature layer branded SolarWinds AI adds a virtual agent, smart suggestions for knowledge retrieval, sentiment analysis, and auto-categorization of tickets, layered on top of pre-existing ITSM workflows rather than constituting a native AI architecture.
The platform serves IT departments across SMB, mid-market, and enterprise segments, with positioning extending into Enterprise Service Management (ESM) for use cases such as HR and facilities. The revenue model is a per-technician subscription priced from $39/month with unlimited end users, complemented by a 30-day self-serve free trial that supports a product-led growth motion. Go-to-market combines self-serve with direct enterprise sales and a GSI/MSP partner channel, and the platform integrates with Microsoft Teams, Slack, Jira, Azure AD, Okta, and AWS to embed into broader customer IT operations. The product benefits from the THWACK community of 200,000+ members as an engagement and brand asset, and from the parent company's global commercial infrastructure.
Samanage firmographics
Firmographics- Name
- Samanage
- Legal name
- SolarWinds Worldwide, LLC
- Website
- https://samanage.com
- Company type
- Private
- Founded year
- 1999
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- SolarWinds Service Desk (formerly Samanage) is a cloud-based IT service management platform offering incident, asset, change, and problem management with AI-powered automation for IT and ESM teams in SMB, mid-market, and enterprise segments globally.
- Ownership category
- akta.pro rank
Samanage industry classification
Industry- Product category
- IT Service Management (ITSM) Software
- NAICS
- Computer Systems Design and Related Services (54151), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Computer Facilities Management Services (541513)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Programming Services (7371)
- akta.pro primary industry
- IT Service Management (ITSM) Platforms (HDAEALAA)
- akta.pro secondary industries
- IT Knowledge Management & Service Desk Platforms (HDAEALAH), ITSM Tooling Integration, Automation & Orchestration (BPAEAJAD), ITSM Reporting, SLA/XLA & Service Performance Management (BPAEAJAL)
Keywords
Where Samanage is headquartered
LocationHeadquarters
- HQ city
- Cary
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Samanage business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Subscription Licensing: Per-technician monthly subscription model with unlimited end users. Tiered pricing based on technician count with annual billing options. Revenue recognized monthly as services are delivered.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Per seat | Monthly | Starts at $39/month per technician with unlimited users |
| Subscription | Annual | Annual subscription with monthly billing cadence options |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels6 records
Samanage product offering
Product offeringCore offering
Samanage (now operating as SolarWinds Service Desk) is a cloud-based, AI-powered IT service management (ITSM) platform that enables organizations to deliver a smarter service experience to employees. The platform combines incident management, IT asset management, configuration management (CMDB), change management, problem management, release management, a service catalog, a knowledge base, and an employee self-service portal into a unified subscription SaaS product priced per technician.
Product overview
SolarWinds Service Desk (formerly Samanage) is a unified cloud-based ITSM platform combining incident management, asset management, change management, and AI-powered automation. The core platform includes modules for configuration management, problem management, release management, service catalog, knowledge base, and enterprise service management. Related products include Web Help Desk (web-based ticketing) and Dameware (remote support tools). The platform integrates with Microsoft Teams, Slack, Jira, Azure AD, Okta, and provides an Open REST API for custom integrations.
Differentiator
Problem solved
Functional benefit
Products and services
- SolarWinds Service Desk (formerly Samanage) Cloud-based, AI-powered IT service management (ITSM) platform combining incident management, asset management, change management, configuration management, and self-service portals for IT departments and service teams.
- Web Help Desk Web-based help desk software for ticketing and request management, positioned as a separate SolarWinds product offering.
- Dameware Remote support and remote access tools for IT technicians, integrated with SolarWinds Service Desk and sold as a standalone SolarWinds product line.
Quantifiable outcome
- Lightning-fast time to value with cloud-based deployment
- +1 more outcomes
Companies that use Samanage
Customer profileNamed customers1 record
Segments3 records
Ideal customer profiles3 records
Samanage technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration28 records
AI capability5 records
Feature8 records
Samanage partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core and minor.
- Microsoft TeamscoreNative integration with Microsoft Teams allowing users to engage with the service desk directly through Teams platform. Supports notifications and collaboration workflows.
- SlackcoreSlack integration enabling service desk notifications and collaboration within Slack channels. Includes maintenance updates for Australia datacenter.
- JiracoreDirect integration with Jira for workflow synchronization and project management connectivity.
- Microsoft AzurecoreIntegration with Microsoft Azure for cloud infrastructure support and Azure Active Directory authentication.
- Amazon Web Services (AWS)coreAWS integration providing cloud infrastructure connectivity and deployment flexibility.
- Active DirectorycoreIntegration with Active Directory and Azure Active Directory for user authentication and directory services.
- Global System Integrators & MSPsminorPartner program for global system integrators and managed service providers to resell and deploy SolarWinds solutions.
Scale indicators2 records
Recent moves6 records
Expansion highlights5 records
Samanage competitors and assessment
Company assessmentDirect peers
- ServiceNow: Market-leading enterprise ITSM platform offering incident, problem, change, CMDB, and now generative AI capabilities. Directly competes with SolarWinds Service Desk in the IT service management space, though ServiceNow focuses on larger enterprise deployments.
- Atlassian Jira Service Management: ITSM platform built on the Atlassian ecosystem, popular with DevOps-oriented IT teams. Directly competes with Samanage in mid-market and enterprise ITSM, with strong integrations to Jira for software/development workflows.
- Freshworks Freshservice: Cloud-native ITSM and ESM platform targeting SMB and mid-market with a similar PLG-friendly entry pricing and rapid deployment. Closest direct competitor to SolarWinds Service Desk on price point, target segment, and time-to-value messaging.
- ManageEngine (Zoho Corporation): ServiceDesk Plus is a longstanding ITSM offering with on-premises and cloud editions, competing across SMB and enterprise tiers. Comparable to Samanage in covering incident, asset, and change management with broad integration ecosystem.
- BMC Helix ITSM: BMC's flagship ITSM platform (formerly Remedy) competing in the enterprise ITSM market with strong ITIL process depth and cognitive automation. Overlaps with Samanage on incident, change, problem, and CMDB modules but targets larger enterprises.
- Ivanti Neurons for ITSM: Unified ITSM, IT asset management, and endpoint security platform. Competes with Samanage in mid-market and enterprise, with comparable emphasis on AI-driven service desk automation and asset visibility.
- HaloITSM: Cloud-based ITSM platform built on ITIL best practices, strong in UK/EMEA mid-market. Directly comparable to Samanage on cloud delivery, ITIL process coverage, and channel-led distribution.
- Zendesk Support: Customer service and support platform with native Zendesk integration referenced by Samanage. Overlaps with Samanage in ticketing, self-service portals, and multi-channel engagement, but Zendesk is primarily customer-facing rather than internal IT.
- Cherwell Software: ITSM and ESM platform with codeless configuration, competing in mid-market and enterprise. Directly comparable to Samanage on ITIL-aligned processes, CMDB, and service catalog capabilities.
Broad incumbents
- Salesforce Service Cloud: Enterprise customer service platform from Salesforce with case management, knowledge, and increasingly AI-powered service. Adjacent to ITSM, competing for enterprise service management budgets that could otherwise fund an ESM deployment of Samanage.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Samanage social profiles
Digital presenceSamanage financial estimates
Financial estimateRevenue estimate
Valuation estimate
Samanage leadership team
Management profileNumber of profiles
Profiles2 records
Samanage funding detail
Funding detailFunding overview
Funding rounds7 records
Investors8 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Samanage M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Samanage
What does Samanage do?
Samanage (now operating as SolarWinds Service Desk) is a cloud-based, AI-powered IT service management (ITSM) platform that enables organizations to deliver a smarter service experience to employees. The platform combines incident management, IT asset management, configuration management (CMDB), change management, problem management, release management, a service catalog, a knowledge base, and an employee self-service portal into a unified subscription SaaS product priced per technician.
Is Samanage a public or private company?
Samanage is a private company. It is classified as corporate owned and is currently operating.
When was Samanage founded?
Samanage was founded in 1999. It employs 101 to 250 people.
Where is Samanage based?
Samanage is headquartered in Cary, United States, in the North America region.
How does Samanage make money?
One revenue line is on record: subscription Licensing.
Who are Samanage's main competitors?
Direct peers on record are ServiceNow, Atlassian Jira Service Management, Freshworks Freshservice, ManageEngine (Zoho Corporation), BMC Helix ITSM, Ivanti Neurons for ITSM, HaloITSM, Zendesk Support and Cherwell Software. Salesforce Service Cloud is listed as a broad incumbent.
Does Samanage have an API?
Yes. SolarWinds Service Desk provides an Open REST API that enables developers to build custom integrations and automate workflows within the ITSM platform. Developer documentation is at apidoc.samanage.com.
What industry is Samanage in?
Samanage's product category is IT Service Management (ITSM) Software. Its primary akta.pro industry code is HDAEALAA, IT Service Management (ITSM) Platforms, with a secondary code of HDAEALAH, IT Knowledge Management & Service Desk Platforms. Its NAICS code is 54151 and its SIC code is 7370.