Unifying ITSM Solutions to Employee Expectations

Presented by

Sarah Nielsen, implementation manager, SolarWinds ITSM

About this talk

Picture this, the IT support pro sitting at a desk, answering phone calls from tech-impaired end users. It feels like a different generation, right? The service desk has evolved greatly over the past decade, and even the past month... and so have those “helpless” employees. Powerful service management platforms, ITIL best practices, and smart technology like AI and automation, have given IT departments the ability to deliver a different experience—and the employees expect it. Join Sarah Nielsen, onboarding manager for SolarWinds ITSM, as she discusses the ways the service desk can (and must) elevate the experience it delivers to employees, including: ● How to provide versatile engagement methods like mobile and live chat ● Offering self-service, and leading employees to it ● Leveraging data and technology on the backend to make services more proactive

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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.