Samanage

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.

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

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

• IT service management
• Cloud ITSM platform
• IT asset management
• AI-powered help desk
• Change management software

Headquarters

HQ city

Cary

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations

Revenue model

1. 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

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core 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

Named customers1 record

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration28 records

AI capability5 records

Feature8 records

Partnerships

Seven partnerships are on record, tiered core and minor.

• Microsoft TeamscoreTechnology or IntegrationNative integration with Microsoft Teams allowing users to engage with the service desk directly through Teams platform. Supports notifications and collaboration workflows.
• SlackcoreTechnology or IntegrationSlack integration enabling service desk notifications and collaboration within Slack channels. Includes maintenance updates for Australia datacenter.
• JiracoreTechnology or IntegrationDirect integration with Jira for workflow synchronization and project management connectivity.
• Microsoft AzurecoreTechnology or IntegrationIntegration with Microsoft Azure for cloud infrastructure support and Azure Active Directory authentication.
• Amazon Web Services (AWS)coreTechnology or IntegrationAWS integration providing cloud infrastructure connectivity and deployment flexibility.
• Active DirectorycoreTechnology or IntegrationIntegration with Active Directory and Azure Active Directory for user authentication and directory services.
• Global System Integrators & MSPsminorChannel Partner/ Reseller/ DistributorPartner program for global system integrators and managed service providers to resell and deploy SolarWinds solutions.

Scale indicators2 records

Recent moves6 records

Expansion highlights5 records

Direct 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

• Xx.com/Samanage
• Facebookfacebook.com/Samanage
• LinkedInlinkedin.com/company/samanage

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds7 records

Investors8 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Samanage