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SolarWinds ITSM

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  • How to Align Your Service Desk With Digital Transformation
    How to Align Your Service Desk With Digital Transformation
    Liz Beckner, Senior Solutions Engineer, SolarWinds ITSM Recorded: Jul 16 2019 43 mins
    We all agree that digital transformation is a necessity in today’s technology-driven environment.
    But it can be expensive, and it can be difficult to adjust to track tools and data throughout an
    organization. That’s why IT service management (ITSM) best practices play a vital role.

    The service desk connects data, technology, and processes. It ensures employees have access
    to the resources they need, and it helps IT quickly resolve issues that arise. Modern service
    desk platforms can track every asset within a technology environment, and use that data to
    resolve problems, roll out changes, and make informed spending decisions.

    In this presentation, you’ll learn:

    ● Why a combined ITAM and ITSM solution can drive your digital transformation
    ● What types of advanced technology are already available to the service desk
    ● How to ensure your ITSM strategy centers on the employee experience with technology
  • Automation: The Foundation for a Mature Service Desk
    Automation: The Foundation for a Mature Service Desk
    Sarah Nielsen, Implementation Manager, SolarWinds ITSM Recorded: Jun 26 2019 31 mins
    Firefighting in ITSM is a necessary chore. Devices break and systems fail spontaneously. But that reactive element is only part of the ITSM picture. It's time for IT departments to graduate from the firefighting help desk to a more powerful service desk driven by automation. What does that mean?

    It means that your service desk should have automated workflows in place to drive regular processes forward. It should be strategically built, with a customized experience, tailored to the organization’s needs. Employees should have an intuitive experience with IT (and other service providers) so they don’t need to go hunting for solutions to unfamiliar problems.

    In this webinar, you’ll learn some different ways to set up your service desk solution, and how to find opportunities for efficiency, including:

    - Automating multi-step workflows and ticket routing
    - Creating a single platform for employees through the service portal
    - Using artificial intelligence to connect employees with faster solutions
    - Creating a customized environment driven by user provisioning and accurate data collection
  • Using AI and Automations to Drive a Better Service Desk Experience
    Using AI and Automations to Drive a Better Service Desk Experience
    Matt Cox Recorded: Apr 3 2019 34 mins
    You may not always notice artificial intelligence in the products you use, but you should notice a better, more intuitive experience. As AI trickles into the service desk, it’s important to keep that goal in mind: provide value to the employee through a better experience.

    Join Matt Cox, Senior Director of Technical Operations at Samanage for a look at the tangible value of AI in the service desk, including:

    -How to meet employees where they work
    -How to connect them with self-service options
    -How to create a single platform for service with smart technology

    You'll also see a demonstration of how AI drives a more efficient service experience in the Samanage Service Platform.
  • How to Increase Employee Productivity by Automating Service Management
    How to Increase Employee Productivity by Automating Service Management
    Liz Beckner Recorded: Feb 27 2019 30 mins
    The primary goal of service management is deliver value to the customer, or internally, your employees. As advanced technology reshapes the service desk, there are more and more ways to enhance service delivery. In this webinar, ITIL-certified Samanage Senior Solutions Engineer Liz Beckner will discuss:

    - How she has helped organizations integrate technology within the service desk
    - How automated workflows and self-service provide maximum value
    - How to create a single platform for services in multiple departments
    - New research on how the experience with the service desk impacts employee productivity

    Join us to start transforming the service experience for your employees!
  • How to Avoid Internal Friction When Expanding Service Management
    How to Avoid Internal Friction When Expanding Service Management
    Sean Sebring and Jason Yeary Recorded: Dec 11 2018 54 mins
    Sean Sebring is an IT Process Improvement Manager who used his service management platform as a vehicle to improve business processes throughout the organization. In fact, over 50% of licensed agents in his organization are outside of IT. In this webinar, he'll cover:

    - How to create buy-in from stakeholders
    - How to work "on the schedule of the business"
    - How to drive process improvement in IT and beyond
  • Streamlining Service Management Through Platform Extensibility
    Streamlining Service Management Through Platform Extensibility
    Margarethe Pfeffer, Shantel Krishnan, and Carter Whitley Recorded: Oct 10 2018 49 mins
    Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.
  • How IT Plays a Lead Role in Expanding Service Management
    How IT Plays a Lead Role in Expanding Service Management
    Liz Beckner and Shvonne Craig Recorded: Sep 19 2018 46 mins
    IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.

    But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
  • 3 Steps IT Can Take to Deliver a Better Employee Experience
    3 Steps IT Can Take to Deliver a Better Employee Experience
    Matt Cox, Bryan Greer Recorded: Aug 8 2018 49 mins
    Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
    - Build a user-friendly service portal
    - Measure success with tangible data
    - Continuous improvement and expansion of best practices
  • Modernizing the Employee Experience Through IT Service Management
    Modernizing the Employee Experience Through IT Service Management
    Kyle Shepard, Matt Cox, Joseph Brown Recorded: Jul 25 2018 44 mins
    Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.
  • Employee Service is a Game Changer
    Employee Service is a Game Changer
    Bob Gardner, David Russell Recorded: Jul 17 2018 42 mins
    In today’s organization, every department is a service provider. Modern service management strategy has drastically improved IT services, but employees need more than that. Accreditation Commission for Health Care (ACHC), actually introduced a service catalog and ticketing strategy through its marketing department. It was such a success that multiple departments followed suit. Learn how they strategized, implemented, and measured results throughout their organization!

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