Name: Panel: How Service Desk Pros Can Support Our New 'Work From Home' Reality
Start: 2020-04-08T18:00:00Z
End: 2020-04-08T18:48:02.000Z
Location: BrightTALK
Rating: 4.33

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.

This webcast is part of our ongoing series “When ITIL & IT Teams Meet,” where we share our real-world experience of successful ITSM programs grounded in the reality of what really happens out there.   
 
People residing at the core of every successful ITSM strategy and implementation. ITIL recognizes organizations and people as one of the four dimensions of strong service management. We may even go so far as to say that if the people are strong in any system, the rest has a way of figuring itself out.  
 
So how do we ensure the core of our ITSM implementation is strong? How do we set our people up for the most success in a constantly shifting business landscape? How do we succeed where others have gone so wrong?  
 
Join us in this webcast to hear from one of our Senior Solutions Engineers and expert in this field, Sean Sebring, ITIL 4 MP, as we continue our dive into what happens when ITIL and IT teams meet. Sean will be joined by RJ Gazarek, Principal Product Marketing Manager and expert on systems thinking. We’ll talk about the following: 
 
• Why people are so critical to successful ITSM strategies 
• How to view ITSM from a systems lens 
• Where implementations have struggled when it comes to people 
• How you can avoid making similar mistakes

When IT & ITIL Meet: A Systems Thinking Approach to People & Success

Complex, evolving IT infrastructure makes it more challenging to deliver IT services. IT departments need a way to understand the relationships within the technology environment, especially in IT service management (ITSM). This improves their ability to resolve incidents, troubleshoot problems, and execute changes. 
 
Join Seyi Verma, Director of Product Marketing, and Sean Sebring, Sr. Solutions Engineer where they will cover some easy ways to build a configuration management database (CMDB), map dependencies, and use that data to improve incident, problem, and change management practices. We will cover: 
 
- What an effective CMDB includes and how to build it 
- How to apply configuration items (CI) records and relationships to service delivery 
- The value of visually mapping technology dependencies

Maximizing IT Visibility with CMDB in Your Service Desk

Information Technology Infrastructure Library (ITIL) is an IT Service Management (ITSM) framework full of recommendations and best practices for delivering efficient IT services. While implementing ITIL-aligned ITSM is the end goal, it can seem like a lot to accomplish. Where to start? Are we doing it right? Does it all really matter?

While frameworks and best practices are fantastic aids, sometimes they can make it difficult to accomplish your true goal - helping your end-users and moving your business forward.

Join this webcast to hear from one of our Senior Solutions Engineers and experts in this field, Sean Sebring, ITIL 4 MP, as we dive into what really happens when ITIL and IT Teams meet. We’ll talk about:

• A brief overview of ITIL and why it can be helpful
• The parts of ITIL that are critical to get right
• Steps you can take to avoid common mistakes
• Lessons we’ve learned along the way

When ITIL & IT Teams Meet: Lessons Learned to Help Get It Right the First Time

Many IT teams are doing a great job with their incident management but tend to ignore problem management. Problem management can help identify and track underlying issues at the root of reported incidents. By identifying and documenting these problems, IT teams can minimize their impact and prevent incidents from occurring. And if incidents do occur, they can prevent them from occurring again.

In this webcast, hear from Director of Product Marketing Seyi Verma and Senior Onboarding Specialist Romalyn Escosura to learn how to effectively use the problem management module to minimize problem impact and prevent incidents. They’ll talk about how problem management can support incident and change management and discuss many of the benefits of problem management, such as tracking known issues, responding to multiple tickets, and its ability to drive change management.

Elevate Your Service Desk Operations With Problem Management

When your users need help, it shouldn’t matter where they are or what tools they use to engage; it needs to be quick, simple, and effective. Businesses have increasingly embraced Microsoft Teams® and Slack® as communication tools. In fact, in 2022, Microsoft Teams and Slack had 270 million and 18 million active users, respectively. Due to the widespread usage of these collaboration technologies, it’s essential to reach end users where they choose to complete their work for convenience and increased productivity. 

With SolarWinds® Service Desk, whether you’re on a mobile device, leveraging chat, or using our self-service portal, help is at your fingertips. During this session, we’ll show you how to utilize the Microsoft Teams and Slack apps to do the following: 
 
• Request and receive service from within the desktop or mobile application
• Open, view, and resolve tickets
• Add comments, attachments, categories, and subcategories to tickets

Reaching Your Users Where They Are—Request Service From Your Collaboration Tools

Modern IT service management (ITSM) solutions make delivering on your service-level agreements (SLAs) easier with their real-time alert systems and long-term insights keeping you updated on service performance. Whether it’s in IT, HR, or another department, managing expectations for service performance is essential. 

Join this webcast to hear from Director of Product Marketing Seyi Verma and Sales Engineer David Russell to learn how SolarWinds® Service Desk can help you do the following:

• Effortlessly scale SLAs throughout the entire organization so you can set expectations and ensure employees receive the resources they need within an acceptable time frame
• Manage SLA breaches and set automated notifications to alert the right teams when expectations aren't being met
• Monitor long-term results to show areas where you can improve efficiency and your team's skills

How to Set, Monitor, and Manage SLAs in ITSM Solutions

Many IT service management (ITSM) solutions are old and outdated since they were developed before self-service, automation, and more modern cloud-based platforms. The issue has been exacerbated by increased IT complexity and a dispersed workforce.  

ITSM solutions, however, are quickly catching up to these requirements as companies shift to digital-first and remote-friendly business models. In this webcast, hear from Peter Di Stefano, Principal Product Marketing Manager, about the 3 top emerging trends in ITSM for 2023 and see how a modern cloud-based solution like SolarWinds Service Desk can help meet your needs today with the flexibility to scale and support your future business requirements.

Top 3 Trends in IT Service Management (ITSM) for 2023

IT service management has evolved from just being an IT ticketing system to a solution encompassing the automation and delivery of services for departments outside of IT. Even though the service catalog is built into IT service management solutions, it’s a regularly underutilized feature. The use cases of the service catalog for IT are mind-blowing, and the perks associated with it can change processes for the better and drive success across an organization. 

In this webcast, you’ll hear from Director of Product Marketing Seyi Verma and Sales Engineer David Russell to learn how a service catalog does the following:

• Enriches service experience for employees
• Promotes collaboration between departments—HR, facilities, legal, finance, etc.
• Helps improve employee efficiency
• Is implemented in SolarWinds® Service Desk

Enriching Employee Experience via IT Service Management Service Catalog

Are you or are you manually tracking all incident tickets or is your company still running on old, legacy IT service management (ITSM) tools? It’s time to go digital and automate processes for operational efficiencies. Adopting a modern cloud-based ITSM platform helps streamline and automate processes to extract value from your IT investments to make life easier for both the technicians and users.  

In this webcast, hear from Director of Product Marketing Seyi Verma to learn how the SolarWinds® Service Desk solution enables: 

- Automation to transform the daily work experience 
- IT to run faster, smoother, and more affordably 
- Enriches service experience for employees 
- Collaboration between departments—HR, facilities, legal, finance, etc.

Go Digital with a Modern Cloud-Based ITSM Platform

IT organizations are constantly evolving—from people to processes to technology. As the technology in your business matures, the complexity often increases. IT asset management (ITAM) is an integral part of any cost-effective IT management strategy—whether you’re managing hardware or software at the office or remotely. An ITAM solution helps you understand your assets, where they’re located, who’s using them, and how they relate to each other. 

Join this webcast to hear from the Director of Product Marketing Seyi Verma and Sales Engineer David Russell to learn how a fully integrated ITAM software in an ITSM platform can:

• Automatically discover and update asset inventory from multiple sources
• Stay updated on inventory contracts to ensure compliance and avoid downtime
• Build an asset catalog to scale into configuration management for the entire organization
• Maintain a configuration management database (CMDB) with minimal upkeep

Unifying ITAM and ITSM For Greater Visibility and Reduced Risk

Resolving incidents and problems in an IT service management (ITSM) solution is a constant process. Devices break, users require assistance to resolve issues, and systems fail spontaneously. To reduce mean time to resolution (MTTR), automation and artificial intelligence (AI) in ITSM solutions have come a long way. 

From sentiment analysis and case deflection to the automation of workflows and ticket routing, ITSM solutions are now smart enough to quickly deflect and resolve many routine incidents. This not only reduces the firefighting in ITSM but helps deliver improved end-user/customer satisfaction within an organization. In the end, IT and service agents look like heroes and easily meet their service-level agreements (SLAs) by reducing MTTR.

In this webcast, you’ll hear from Director of Product Marketing Seyi Verma and Senior Sales Engineer Sean Sebring on how AI and automation can do the following:

• Help deflect incidents and reduce help desk tickets
• Aid and optimize ITSM processes for efficient operations
• Provide faster incident and problem resolution
• Deliver higher end-user/customer satisfaction

The Role of AI and Automation in Optimizing ITSM Processes for Efficiency

As you evaluate service desk providers in the marketplace, you likely have a handle on the features and functionality offered by various IT service management (ITSM) solutions. But are you aware of some additional and equally important factors to consider as you search for a cloud-based service desk solution? Not including these considerations when evaluating solutions can cause undue stress and problems for IT professionals.

Join this webcast and hear from Director of Product Marketing Seyi Verma to understand these additional factors to consider when moving your ITSM solution to the cloud for higher flexibility and cost savings.

Five Unexpected Considerations for Selecting a Cloud-Based ITSM Solution

As organizations implement digital transformation strategies for operational efficiencies, adopting new technologies can be intimidating. Adopting an IT service management framework for IT is now a critical component of a successful digital transformation as modern cloud-based solutions should make life easier for both the technicians and users. By leveraging the modern technology available for your service desk, you’ll have a lower cost and more efficient operation, leaving all parties more satisfied with internal services. 

Join this webcast to see how SolarWinds® Service Desk can help you with your ITSM journey in delivering support and services to your organization. In this webcast, hear from Seyi Verma, Director of Product Marketing, to learn how the SolarWinds Service Desk solution features propel you into the future with 

• Self-service and knowledge base
• Artificial intelligence (AI)
• Employee service management
• Automations
• Integrations

Five Indispensable Features of a Modern Service Desk

Digital transformation is becoming a necessity in today’s technology-driven environment. Behind the curtain, IT’s role in the business is complex. However, the value of IT’s role is pretty straightforward: provide, maintain, and evolve the technology enabling employees to maximize their work. CIOs and IT leaders must never lose sight of the impact their decisions and strategies have on the day-to-day lives of employees who depend on them. The most obvious place to measure those impacts is the service desk. 

In this webcast, hear from Director of Product Marketing Seyi Verma on how the SolarWinds® Service Desk solution:

• Improves communication between IT and employees by breaking down siloes between IT operations management (ITOM) and IT service management (ITSM) 
• Drives digital transformation through ITSM and IT asset management (ITAM)
• Uses smart technology to maximize employee productivity

The Gateway to a Modern Employee Experience: IT Service Desk

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

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

IT Service Desk

IT Service Management

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IT Asset Management

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

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