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Panel: How Service Desk Pros Can Support Our New 'Work From Home' Reality

As the COVID-19 virus rearranged business operations throughout the world, many IT departments accepted the challenge to keep the workforce productive outside of the office. The service desk, in many cases, is on the front lines as employees need access to software, applications, network connections, and equipment at home.

How are IT departments, and specifically service desk administrators, responding to daily challenges? Join our panel discussion, featuring three IT leaders finding success in “work from home” environments.

Azunna Anyanwu, IT Director, Aronson LLC
Jason Thompson, Desktop Support Manager, Town of Gilbert, Arizona
Chris Sanchez, Senior Manager of End User Support, Zoro
Recorded Apr 8 2020 49 mins
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Presented by
Azunna Anyanwu, Jason Thompson, Chris Sanchez
Presentation preview: Panel: How Service Desk Pros Can Support Our New 'Work From Home' Reality

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  • See SolarWinds Service Desk in Action Nov 10 2021 4:00 pm UTC 31 mins
    Jason Yeary, Senior Sales Engineer, SolarWinds ITSM
    The need for flexible and powerful IT service management is only growing with our increasingly dispersed workforce and complex hybrid IT environments. In this webcast, see how a native cloud-based ITSM and ITAM solution can help drive effective, employee-focused service across the organization—from anywhere.

    Join Jason Yeary, senior sales engineer, SolarWinds ITSM for a 30-minute tour of what’s new with SolarWinds® Service Desk, including:
    • Enhancements to streamline ITIL best practices for incident, problem, change, and configuration management
    • Advanced customizations like the new drag-and-drop portal designer to better support your organization’s workflow needs
    • Artificial intelligence (AI)-powered suggestions and automations to help technicians work efficiently and empower employees with self-service
  • Beyond IT: How to Share ITSM Tools and Practices With Your Organization Sep 16 2021 2:00 pm UTC 31 mins
    Sean Sebring, ITIL 4 Managing Professional and Jaime Unger, ITSM Customer Success Manager
    If you’ve been around IT service management (ITSM) long enough, you’ve likely heard the term enterprise service management—the idea of expanding IT service practices to other departments. We like to call it “employee service management" since you’re consolidating services and resources for the employees in your organization.

    The question for many IT leaders is how to communicate the value of these processes and tools to overcome the ingrained communication styles of other departments. Join our panel to score some quick wins and easy conversations in your organization, including:

    - Cross-departmental workflows that produce tangible results
    - Using a knowledge base and FAQ to provide versatile resources to employees
    - Eliminating shared email inboxes by documenting tickets for all departments
  • Knowledge Is Power – Leverage an AI-Driven Knowledge Base to Accelerate Service Sep 2 2021 3:00 pm UTC 32 mins
    Kelli Buchanan, Senior Onboarding Specialist, SolarWinds
    We’re continuing our conversation around how modern and powerful ITSM solutions can help you support employees and customers during times of globally adopted work from home. In this webcast, see how to effectively build out your organization’s knowledge base to consolidate resources (IT, HR, Legal, Finance) and empower technicians and employees to resolve issues on their own from anywhere.

    Join Kelli Buchanan, senior onboarding specialist, SolarWinds for a 30-minute discussion on:
    • Knowledge management basics
    • Best practices for deflecting tickets and accelerating resolution times
    • Tips you can apply today to improve your knowledge management practices
  • Back to Basics in 2021: Reinvigorate the Service Desk by Putting Employees First Aug 26 2021 3:00 pm UTC 48 mins
    Liz Beavers, Head Geek, SolarWinds
    2020 showed how crucial it is to have IT Service Management platforms, nimble service strategies, and how ITSM can benefit more than just IT. In a time of uncertainty and change, the service desk rooted businesses, service providers, and their employees, connecting all facets of the organization when it was most needed. ITSM platforms created a space for IT to shine and lead as a service provider, highlighting the opportunity for others to innovate how we view services, service delivery, and the employee experience.

    In this session, SolarWinds Head Geek Liz Beavers will review lessons learned from this record year and how teams can apply these experiences to the 2021 service desk and beyond. On the heels of 2020, organizations are looking for ways to future-proof their platforms and processes. Join Liz as she intertwines experiences from years past and shows how 2021 will be a year of reinvigorating employee-centric service management. Liz will showcase real use cases demonstrating foundational service management strategies around automation, streamlined processes, and centralized visibility, as well as how leveraging smart technologies can help teams enhance their service levels.
  • ITSM For Users, By Users: The Rise of User Experience and Real-Time Visibility Aug 11 2021 7:00 pm UTC 45 mins
    Liz Beavers, Head Geek, SolarWinds
    2020: the year service desks and managers took lemons and made lemonade... digital lemonade. ITSM platforms and practices haven't strayed from their original intent, rather, we've seen the service desk evolve to meet the needs of all users. Despite the lemons, there’s been an overwhelming shift towards designing and delivering services for the users.

    The service desk has had to revamp their focus on the user experience as organizations have pivoted to hybrid or "work-from-anywhere" models. As the traditional office landscape has changed, so have user expectations, how they communicate with internal service providers, and consume information.

    In this session Liz Beavers, Head Geek™ at SolarWinds, will explore how the organization's users and cultures have shaped ITSM strategies and services. Diving into real use cases and potential solutions, Liz will review how the pandemic accelerated the digitization of internal services and the growing need for real-time visibility in the service desk. Join Liz’s discussion as she highlights considerations to cultivate meaningful user engagements while future-proofing your service management offerings.
  • Is It Time to Expand SolarWinds Service Desk Beyond IT? Recorded: Jun 24 2021 31 mins
    Sean Sebring, Sales Engineer Intermediate, SolarWinds ITSM
    If you’re looking to consolidate tools, optimize workflows, and more easily manage your IT stack, it’s time to consider leveraging SolarWinds® Service Desk as a platform to support all the ticketing, automation, and service reporting needs across your organization.

    Join Sean Sebring, an IT service management (ITSM) solution engineer at SolarWinds, for a 30-minute discussion about the following:
    • When should you consider expanding the use of Service Desk beyond IT?
    • Integrations and workflow automations capable of boosting cross-organizational collaboration
    • How to create a service experience customers love and workflows and reports technicians and executives find effective and helpful
  • The Essential IT Asset Management Checklist Recorded: Jun 9 2021 35 mins
    Jason Yeary, Senior Solutions Engineer, SolarWinds and Sean Sebring, Solutions Engineer, SolarWinds
    By now you’ve heard that IT asset management (ITAM) can save your organization time and money. If only it were that easy!

    Technology environments are complex, and remote work has become a standard practice, which means that identifying and managing IT assets is more difficult than ever before.

    In this presentation, SolarWinds Solutions Engineers Jason Yeary (ITIL 4®) and Sean Sebring (ITIL 4®) will simplify your approach with a list of steps every IT team can take to elevate their ITAM strategy. We’ll cover:

    - Identifying the “what, where, and how many” for all IT assets
    - Managing asset lifecycle with contract, warranty, and relationship data
    - Reducing costs with actionable asset records
    - Combining ITAM and ITSM to elevate IT services and support

    Who Should Attend:

    - IT leaders
    - Help desk managers
    - IT asset managers
    - Help desk technicians
  • Knowledge Is Power – Leverage an AI-Driven Knowledge Base to Accelerate Service Recorded: May 26 2021 32 mins
    Kelli Buchanan, Senior Onboarding Specialist, SolarWinds
    We’re continuing our conversation around how modern and powerful ITSM solutions can help you support employees and customers during times of globally adopted work from home. In this webcast, see how to effectively build out your organization’s knowledge base to consolidate resources (IT, HR, Legal, Finance) and empower technicians and employees to resolve issues on their own from anywhere.

    Join Kelli Buchanan, senior onboarding specialist, SolarWinds for a 30-minute discussion on:
    • Knowledge management basics
    • Best practices for deflecting tickets and accelerating resolution times
    • Tips you can apply today to improve your knowledge management practices
  • See SolarWinds Service Desk in Action Recorded: Apr 14 2021 31 mins
    Jason Yeary, Senior Sales Engineer, SolarWinds ITSM
    The need for flexible and powerful IT service management is only growing with our increasingly dispersed workforce and complex hybrid IT environments. In this webcast, see how a native cloud-based ITSM and ITAM solution can help drive effective, employee-focused service across the organization—from anywhere.

    Join Jason Yeary, senior sales engineer, SolarWinds ITSM for a 30-minute tour of what’s new with SolarWinds® Service Desk, including:
    • Enhancements to streamline ITIL best practices for incident, problem, change, and configuration management
    • Advanced customizations like the new drag-and-drop portal designer to better support your organization’s workflow needs
    • Artificial intelligence (AI)-powered suggestions and automations to help technicians work efficiently and empower employees with self-service
  • Move Beyond Break/Fix Tickets to Value Co-Creation Recorded: Mar 23 2021 31 mins
    Joey Brown, Product Manager, SolarWinds ITSM
    Ask an average employee what the IT help desk does, and you may hear some version of, “they fix my tech issues.”

    And while that’s partially true, today’s technology environments require a more nuanced approach. Using ITIL 4 guiding principles, this webcast will examine proactive steps the service desk can take to maximize collaboration and visibility across the organization, while supporting larger technology initiatives for employees. Learn to think and work holistically utilizing the ITIL concepts to enhance service delivery, including:

    - “Focus on value” through practical application of technology resources to support the new ways employees work
    - “Collaborate and promote visibility” by considering ways to involve stakeholders outside of the help desk in service delivery
    - “Think and work holistically” in creating efficiencies across technology platforms that the organization depends on
  • How Your Service Desk Can Embrace Value Co-Creation From ITIL 4 Recorded: Mar 3 2021 33 mins
    Liz Beavers (ITIL 4®), SolarWinds HeadGeek™ and Sean Sebring (ITIL 4®), Solutions Engineer
    ITIL 4 aims to shift focus toward culture, people, and collaboration. For many IT departments, that means expanding beyond the day-to-day routine of incoming technology tickets and outgoing support. In order to evolve, IT needs to work with end users and with other stakeholders in the organization to incorporate a crucial ITIL concept: value co-creation.

    In this webcast, Sean Sebring (ITIL 4 Managing Professional) and Liz Beavers (ITIL 4) will lead a thought-provoking discussion on how the ITIL guiding principles can broaden the value streams for the IT service desk, connecting other departments and encouraging end user data collection to improve the flow of day-to-day service delivery.
  • 4 Tips for ITSM Configuration in the New Different Recorded: Feb 17 2021 33 mins
    Tim Lawes, Solutions Engineering Manager and Kelli Buchanan, Senior Onboarding Specialist
    IT was forced to react to a number of changes in 2020, making quick decisions, and in some cases, supporting employees and business operations on the fly. As the dust settles on remote work and the ‘new different,’ the Service Desk can play a key role in more permanent transitions with business technology.

    In this webcast, learn the most impactful ways to configure your ITSM solution to support a new set of needs for the business and for individual employees, including:

    - Creating omni-channel, flexible support for employees
    - Automating through data-collection and intentional ticket routing
    - Centralizing technology resources to drive habit-forming behavior
    - Training AI to assist in resolution times and data insights
  • ITSM in 2021: Where Service Management Meets the New Employee Recorded: Feb 3 2021 34 mins
    Liz Beavers (ITIL 4®), SolarWinds HeadGeek™
    For many organizations, 2020 introduced dramatic shifts in employees’ day-to-day and the way they interact with technology. IT worked borderline miracles to maintain business operations and even introduce alternative modes of operation.

    The challenge in 2021 is to build from those digital updates, and it starts with enabling the employee. SolarWinds HeadGeek™ Liz Beavers will discuss the primary areas where service management can help, such as:

    - Focusing on practical employee experiences, including challenges of remote work
    - Revisiting basic service workflows to maximize data collection and automation
    - Promoting visibility, centralized resources, and self-service for end users (wherever they are)

    Join this interactive session to hear ideas from your peers and ask questions about unique ITSM challenges in 2021!
  • Back to Basics in 2021: Reinvigorate the Service Desk by Putting Employees First Recorded: Dec 4 2020 48 mins
    Liz Beavers, Head Geek, SolarWinds
    2020 showed how crucial it is to have IT Service Management platforms, nimble service strategies, and how ITSM can benefit more than just IT. In a time of uncertainty and change, the service desk rooted businesses, service providers, and their employees, connecting all facets of the organization when it was most needed. ITSM platforms created a space for IT to shine and lead as a service provider, highlighting the opportunity for others to innovate how we view services, service delivery, and the employee experience.

    In this session, SolarWinds Head Geek Liz Beavers will review lessons learned from this record year and how teams can apply these experiences to the 2021 service desk and beyond. On the heels of 2020, organizations are looking for ways to future-proof their platforms and processes. Join Liz as she intertwines experiences from years past and shows how 2021 will be a year of reinvigorating employee-centric service management. Liz will showcase real use cases demonstrating foundational service management strategies around automation, streamlined processes, and centralized visibility, as well as how leveraging smart technologies can help teams enhance their service levels.
  • Expand the Power of SolarWinds IT Management Tools Through Service Desk Recorded: Nov 18 2020 33 mins
    Jason Yeary, Sr Solutions Engineer, SolarWinds ITSM
    In today’s world of hybrid IT infrastructure, remote employees, and complex systems, the service desk must be prepared for more advanced challenges. One of the best ways to strengthen ITSM maturity is to unite your solution with other resources available in IT.

    Join Jason Yeary, Senior Solutions Engineer with SolarWinds, as he demonstrates how to use Service Desk to unite SolarWinds products across the IT organization, including:

    - SolarWinds Orion Platform: streamline resolution of IT infrastructure alerts through automated incident creation
    - IT Asset Discovery: leverage the integration with Orion to build a more complete asset repository
    - Dameware Remote Everywhere: provide immediate remote support straight from an incident record
  • Level Up Your IT Asset Management Strategy with SolarWinds Service Desk Recorded: Oct 28 2020 34 mins
    Liz Beavers (ITIL 4®), SolarWinds HeadGeek™
    IT organizations are constantly maturing—from people, to processes, to technology itself. As the technology in your business matures, the complexity often increases, which quickly stresses the importance of consolidated IT asset management (ITAM).

    In this webcast, SolarWinds HeadGeek™ Liz Beavers will help you graduate beyond your manually-updated IT asset inventory. With SolarWinds Service Desk as your canvas, you’ll learn:

    - How to discover assets from multiple sources, building one centralized repository
    - Why IT asset data can play a crucial role in service delivery
    - How to create holistic visibility between ITAM and ITSM
    - How to build an asset catalog to scale into configuration management for the entire organization

    Who Should Attend:
    - IT leaders
    - Help desk managers
    - IT asset managers
    - Help desk technicians
  • The Essential IT Asset Management Checklist Recorded: Oct 14 2020 35 mins
    Jason Yeary, Senior Solutions Engineer, SolarWinds and Sean Sebring, Solutions Engineer, SolarWinds
    By now you’ve heard that IT asset management (ITAM) can save your organization time and money. If only it were that easy!

    Technology environments are complex, and remote work has become a standard practice, which means that identifying and managing IT assets is more difficult than ever before.

    In this presentation, SolarWinds Solutions Engineers Jason Yeary (ITIL 4®) and Sean Sebring (ITIL 4®) will simplify your approach with a list of steps every IT team can take to elevate their ITAM strategy. We’ll cover:

    - Identifying the “what, where, and how many” for all IT assets
    - Managing asset lifecycle with contract, warranty, and relationship data
    - Reducing costs with actionable asset records
    - Combining ITAM and ITSM to elevate IT services and support

    Who Should Attend:

    - IT leaders
    - Help desk managers
    - IT asset managers
    - Help desk technicians
  • 6 Solutions to Your Greatest ITSM Pains Recorded: Sep 23 2020 34 mins
    Tim Lawes, Solutions Engineering Manager and Sarah Nielsen, Onboarding Manager
    Is your IT department shouldering the weight of heightened demand for supporting employees’ technology needs? Yeah, we thought so. Understandably, this has led many organizations to rethink (or entirely reimagine) their ITSM strategy.

    What are the greatest challenges currently in support and service delivery? How can IT teams lead the charge in addressing these challenges?

    Join two ITIL 4® certified experts from SolarWinds as Tim Lawes (manager, solutions engineering) and Sarah Nielsen (manager, onboarding) discuss six primary areas for improvement that their teams see from IT leaders, including:

    - Streamlining basic ticketing, moving away from email requests
    - Creating a quality service portal to centralize resources
    - Building a comprehensive repository of IT assets

    Who Should Attend:
    - IT leaders
    - Help desk managers
    - Help desk technicians
  • No Ticket Left Behind: Automating Alerts in the Service Desk Recorded: Sep 9 2020 34 mins
    SolarWinds Head Geeks™ Liz Beavers (ITIL 4) and Chrystal Taylor
    Service desk technicians often receive incidents related to IT infrastructure, such as network connectivity or login failures. In many cases of network or application performance issues, monitoring software has already issued an alert on the IT operations side, which should offer the service desk a head start on workarounds and resolutions.

    Join SolarWinds Head Geeks™ Liz Beavers (ITIL® 4) and Chrystal Taylor, as they cover some of the ways to increase visibility across IT and improve the service experience, including:

    - Opportunities for IT operations and IT service management to share information
    - What types of monitoring alerts should automatically generate service desk tickets
    - How the service desk can help resolve infrastructure issues more quickly, reducing impact on the entire organization

    Who Should Attend:

    - IT leaders
    - IT operations professionals
    - Help desk managers
    - Help desk technicians
  • Connecting the Digital Dots to Deliver Value and Service Success Recorded: Aug 20 2020 45 mins
    Liz Beavers, Head Geek, SolarWinds
    IT service management (ITSM) has morphed over the years, thanks in large part to technology and the environment. Even as ITSM practices and channels evolve, a core component that remains constant is identifying the relationships across your infrastructure and understanding the implications that updates or changes will bring. While workforces transition and strengthen their remote operations, it’s more important than ever to keep business applications and services running smoothly in order to maintain cultural values and positive user experiences.

    Join Liz Beavers, Head GeekTM at SolarWinds, as she showcases the value behind Configuration, Change and Release Management and the benefits your organization can reap by implementing these practices. Liz will dive into considerations for establishing configuration records and relationships, as it aligns with business goals, as well as how your Configuration Management Database can uncover trends to support data driven decisions for changes and releases. Over the course of this session, we’ll explore weaving technology and automation into these ITSM strategies to enhance visibility, improve communications, and streamline operations.

    About the speaker:
    Like many IT professionals, Liz’s entry into the tech industry was unconventional. With plans to pursue a career in public relations, Liz’s career quickly took a turn toward technology. She got her start working as a customer success manager with a research platform for the financial industry prior to joining Samanage, now SolarWinds Service Desk.

    Prior to becoming a SolarWinds Head GeekTM, Liz served as the technical point of contact for SolarWinds Service Desk customers. In this role, she combined the best of both worlds: her passion for communicating with prospective and existing customers while leaning on her multiple ITIL certifications to provide ITSM best practices to help alleviate pain points, work smarter, and streamline service desk operations.
For IT pros who see the whole picture.
SolarWinds® Service Desk helps organizations simplify daily IT tasks, better connect with employees, and drive business productivity throughout the organization with an integrated IT asset management and service management platform.

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  • Title: Panel: How Service Desk Pros Can Support Our New 'Work From Home' Reality
  • Live at: Apr 8 2020 6:00 pm
  • Presented by: Azunna Anyanwu, Jason Thompson, Chris Sanchez
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