Self-Service Portal
Enable users to solve common issues independently with an integrated knowledge base.
⌘K
SolarWinds Partner · Costa Rica and Mexico
IT Service Management with Service Desk
Modern cloud-based ITSM solution that simplifies IT service management with intelligent automation, self-service portal, and built-in ITIL compliance.
92%
Customer satisfaction
35%
Ticket resolution improvement
24/7
Always-on service desk
150+
Integrations supported
What Is It
Full Asset Lifecycle Visibility
Unify inventory, ownership and compliance from a single console.
Service Desk implements ITIL best practices for efficient and structured service management.
- Branded request portals by team or location
- Approval workflows with full audit trail
- Auto-routing to the right resolver group
Key Features
Power Your Service Desk
Workflow Automation
Automate repetitive tasks and ticket routing to improve team efficiency.
SLA & Metrics
Monitor SLA compliance and get real-time metrics on service desk performance.
Ticket Management
Complete ticketing system with automatic prioritization, escalation, and resolution tracking.
Cloud-Based
SaaS solution with no infrastructure to maintain, automatic updates, and high availability.
REST API
Integrate Service Desk with your existing tools through a complete and documented REST API.
Implementation
Workflow Automation That Scales
Standardize intake, triage and resolution with smart routing.
1
Capture
Collect requests from portal, email and chat.
2
Prioritize
Apply SLAs and impact rules automatically.
3
Resolve
Trigger playbooks or approvals for fast fixes.
4
Report
Track outcomes and continuous improvement.
Use Cases
Service Catalog That Users Love
Publish standardized request forms with clear approvals and SLAs.
Access Requests
Standardize onboarding and access provisioning.
Hardware
Track device requests and lifecycle status.
Software
Automate license delivery and approvals.
Facilities
Coordinate workspace and equipment changes.
Analytics for Service Excellence
Measure CSAT, SLA health and team workload in real time.
SolarWinds ITSM
Microsoft Teams
Slack
Azure AD
Okta
Jira
REST API
LDAP
SAML 2.0
FeaturesCatalogAutomation
Processes Aligned with ITIL
Incident Management
Problem Management
Change Management
Asset Management
Service Catalog
Assets
Inventory Control
Track hardware, software and cloud assets.
Dependency Mapping
Understand relationships across services and apps.
Compliance
Reduce audit risk with policy-based controls.
Reports & Dashboards
Visualize KPIs, trends, and performance metrics with customizable dashboards.
Ecosystem
Integrations with Your Ecosystem
Connect Service Desk with the tools your team already uses for a unified service management experience.
Microsoft TeamsMicrosoft Entra IDServiceNowMicrosoft WindowsmacOSVMwareMicrosoft AzureGoogle Cloud
Related SolarWinds products
Commercial coverage in Costa Rica and Mexico
We serve companies with local contact, remote or onsite delivery, and the same service standard in both countries.
Costa Rica
In Costa Rica, TUTARI implements SolarWinds ITSM to organise the service desk: service catalogue, incident and request logging, service level agreements, asset inventory and knowledge base. The project includes approval workflow configuration and agent training.
Request assessmentMexico
In México, TUTARI deploys ITSM in organisations that need change-management evidence and service agreement compliance. Scope covers data migration from previous tools, queue and escalation definition, and audit reporting.
Request assessmentTUTARI as a SolarWinds ITSM partner in Costa Rica and Mexico
TUTARI S.A. — SolarWinds Partner
SolarWinds ITSM is SolarWinds' IT service management platform: it centralises incidents, requests, problems, changes, assets, contracts and the service catalogue under ITIL practices. TUTARI sells and implements ITSM in Costa Rica and México.
A TUTARI ITSM project defines the service catalogue and service level agreements, configures queues, priorities and escalations, loads the asset inventory, migrates the existing ticket history and trains the service desk team and requesting users.
ITSM can integrate with Active Directory for authentication, with corporate email for ticket creation and with SolarWinds monitoring so an infrastructure alert raises an incident with context. TUTARI provides local Spanish-language support.
Frequently asked questions about SolarWinds ITSM
Answers to the most common questions about our services
Request Information
How is SolarWinds ITSM licensed?
ITSM is licensed per agent or technician handling tickets; requesting users do not consume a licence. Quoting requires counting service desk agents and choosing the edition tier; TUTARI confirms annual maintenance and on-premises or cloud deployment options.
Can existing help desk tickets be migrated?
Yes. TUTARI migrates closed and open tickets, the service catalogue and asset data from the previous tool, and validates that dates, categories and assignees are preserved. Migration runs before go-live so traceability is not lost.
How long does an ITSM implementation take?
A deployment with catalogue, queues, service agreements and data migration usually takes four to eight weeks, depending on historical ticket volume and the number of required approval workflows. Multi-country or multi-unit organisations add configuration stages.
Does ITSM include asset and change management?
Yes. ITSM includes an asset inventory with relationships between hardware, software, contracts and services, plus change management workflows with approvals and implementation records. TUTARI configures the asset model around the customer's operation.
Modernize Your Service Desk
Discover how SolarWinds Service Desk can transform IT service management in your organization.
