SolarWinds Service Desk Integration Module for Azure Automation

Automate SolarWinds Service Desk from Azure Automation with low-code, forms-driven runbooks built in Kelverion Runbook Studio.

SolarWinds Service Desk is a cloud-based, AI-powered IT service management platform designed to help IT teams improve productivity, accelerate issue resolution, and deliver better support experiences for employees and the wider business. It brings core ITSM capabilities together in one platform, including incident management, service requests, IT asset management, change management, configuration management, service catalogues, knowledge management, reporting, and workflow automation.

By centralising service desk operations, SolarWinds Service Desk helps organisations standardise support processes, manage service levels, improve visibility into requests and assets, and scale IT service delivery across teams, departments, and locations.

Typical Automation Scenarios

• Incident Enrichment and Updates
  Automatically retrieve incidents, add diagnostic information, update status, assign ownership, or add comments as automated remediation progresses
• Event-to-Ticket Workflows
  Create or update SolarWinds Service Desk records from alerts, monitoring events, or operational triggers
• Service Request Fulfilment
  Automate common requests such as access changes, software provisioning, mailbox tasks, device actions, or user lifecycle activities
• Employee Onboarding and Offboarding
  Coordinate SolarWinds Service Desk requests with Microsoft 365, Azure, identity, and infrastructure actions
• Change and Task Automation
  Retrieve change-related records, update fields, add progress notes, and link service desk activity to automated implementation steps
• Remote Diagnostics and Remediation
  Use runbooks to gather system information, perform checks, apply fixes, and update the service desk ticket with results
• Cross-System Orchestration
  Connect SolarWinds Service Desk with cloud platforms, enterprise management tools, collaboration platforms, and operational systems as part of end-to-end IT process automation

Benefits at a Glance

• Reduce Scripting Effort
  Build SolarWinds Service Desk automations using forms-driven activities rather than custom PowerShell and manual API integration
• Accelerate Runbook Creation
  Use Smart Discovery to surface record types, fields, filters, and values from the connected SolarWinds Service Desk instance
• Improve Runbook Reliability
  Help prevent errors by controlling access to read-only fields, enforcing mandatory inputs, and using value browsers for common data types
• Support Low-Code and No-Code Teams
  Enable both coders and non-coders to create and maintain service desk automation through Runbook Studio’s graphical authoring environment
• Reuse Secure Connections
  Create Smart Connections to one or more SolarWinds Service Desk instances, including multiple connections to the same instance for different security privileges
• Extend Azure Automation Value
  Combine service desk actions with Azure, Microsoft 365, identity, monitoring, infrastructure, and enterprise management processes
• Improve Service Delivery
  Automate repetitive ITSM work so support teams can reduce manual effort, respond faster, and focus on higher-value service improvement

Key Capabilities

• Ready-built activities for SolarWinds Service Desk automation from Azure Automation and Runbook Studio.
• Smart Discovery of SolarWinds Service Desk record types, fields, filters, and field values.
• Forms-driven configuration that reduces the need to write or understand PowerShell.
• Automatic mapping of record fields to input properties, filters, and published data items.
• Validation support for mandatory inputs, read-only fields, and common data values.
• Reusable Smart Connections for single or multiple SolarWinds Service Desk instances.
• Support for low-code graphical runbook design in Kelverion Runbook Studio.
• Integration with Azure Automation to execute runbooks as part of scalable cloud automation.

Integration Activities