Name: Unifying ITSM Solutions to Employee Expectations
Start: 2020-05-14T16:00:00Z
End: 2020-05-14T16:49:45.000Z
Location: BrightTALK
Rating: 4.75

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.

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

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

Is your company still running on old, legacy IT service management (ITSM) tools? The need for flexible and powerful ITSM is only growing with our increasingly dispersed workforce and complex hybrid IT environments.

In this webcast, hear from Director of Product Marketing Seyi Verma and Sales Engineer David  Russell to learn how the SolarWinds® Service Desk solution enables:
• Automation to transform the daily work experience
• IT to run faster, smoother, and more affordably
• Employees to maximize their productivity across the enterprise

Explore SolarWinds Service Desk in 30 Minutes

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

The service desk offers centralized visibility and support, bringing together users and technicians across the business. As organizations are supporting fully remote and hybrid workforces, it’s critical users can have quick, easy access to internal knowledge and service providers.

In this webcast, SolarWinds® Head Geek™ Liz Beavers will be joined by SolarWinds Senior Sales Engineer Joel Blagg as they explore SolarWinds Service Desk. Joel and Liz will review both the employee and technician experience, highlighting ways to deliver efficient, user-focused service engagements from one platform.

If you’re looking for a modern and integrated IT service management (ITSM) platform to help you streamline your ITSM practices while meeting the changing needs of your work environment, tune in to this webcast to see what SolarWinds Service Desk has to offer.

Optimizing Service Delivery With SolarWinds Service Desk

Many IT teams struggle because of the siloed nature of non-integrated IT solutions across their applications, networks, servers, mobile devices, and databases. A siloed approach means IT admins have to manually go through a multitude of reports, notifications, and alerts when a problem arises without gaining any visibility into what’s happening in their IT environment, often resulting in inefficiencies and increased costs. 

In this webcast, hear from Seyi Verma, director of product marketing, and Sean Sebring, senior sales engineer to learn how an ITSM solution helps streamline and automate processes to extract value from your IT investments through integrations an automations. They will cover common integrations that help bridge silos, improve time to resolution, reduce costs, and improve visibility and efficiency. Integration examples include:

• Remote assistance
• Networking solutions and IT operation management
• Artificial intelligence and machine learning
• Access and user management
• Collaboration tools

Extract Value and Maximize Efficiencies From ITSM Integrations

Making change decisions in the ever-changing landscape of your organization is complicated without the right data. Knowing where your assets are located, how your processes and infrastructure are interconnected, and who uses what helps make those decisions easier. 

Join this webcast to see how having a robust configuration management database (CMDB) makes it easier to make changes and big decisions within your organization. You’ll also learn how automation and discovery can make managing your CMDB easy.

In this webcast, you’ll hear from Joey Brown, senior product manager, on why it’s important to keep your CMDB up-to-date and what to look for in a CMDB solution.

Elevate Your ITSM Operations With a Robust Configuration Management Database

The need for a powerful, yet easy to use, IT service management (ITSM) solution is growing as a result of complex IT hybrid environments and dispersed workforce.
 
Join this webcast to see how SolarWinds® Service Desk streamlines the way you provide support and deliver services to your organization. SolarWinds Service Desk is designed to meet your current needs with the flexibility to scale and support your future business requirements. 
 
In this webcast, hear from Seyi Verma, Director of Product Marketing and Sean Sebring, Sales Engineer about how the SolarWinds ITSM solution:

• Automates user service request management from ticket creation, assignment, routing, and escalation
• Uses customizable or built-in reports to track ticket status, technician performance, and employee support needs
• Leverages a built-in knowledge base to promote end-user self-service with out-of-the-box artificial intelligence 
• Provides one place for IT, HR, facilities, legal, and other departments to connect employees with services they need quickly
• Reduces resolution times for problems by providing complete visibility into IT infrastructure and associating incidents with configuration items and their dependencies 
• Simplifies change management processes while reducing error, minimizing downtime and change failure, and driving consistency across your organization

Modernizing ITSM With a Powerful Yet Simple and Intuitive Solution

Service level management can be a valuable component of your service desk, but too often, overly-complex or granular SLAs become unmanageable. This can lead to ignored breaches, unhappy customers, and flimsy performance reporting.

Join Melody Scheidler, Senior Solutions Engineer with SolarWinds ITSM, as she outlines best practices for building effective SLAs, including:


- How to audit your current SLAs for common mistakes 
- Starting with simple rules that are easy to track
- Automating thoughtful actions around breaches and potential breaches
- How to interpret reporting on SLAs

Are Too Many SLAs Killing Your Service Desk?

Following your IT service management (ITSM) evaluation and selection, it’s time to get started on your implementation. Where do you begin? Who has the time to take on another project? How can you seamlessly transition to your new solution? 

It may seem overwhelming, but with a defined vision for your ITSM implementation, you can remain organized to ensure future scalability and long-term success. In this webcast, SolarWinds ITSM onboarding specialists Kelli Buchanan and Jacob Elkins join Head Geek™ Liz Beavers as they offer recommendations to start your service management implementation on the right foot. Kelli, Jacob, and Liz will discuss how to frame and optimally map your initial configuration to meet your ITSM goals for today and the future. Bring your questions as we explore considerations to kickstart a successful ITSM implementation.

Strategies for a Successful and Scalable ITSM Implementation

Ushering in a new year, there's the opportunity to review your previous accomplishments and goals. What went well? What surprised you? What do you want to do differently? Where can you improve? Like your New Year’s resolutions, you can and should do the same with your IT service management (ITSM) strategy and objectives. 

Join Head Geek™ Liz Beavers and Senior Product Manager Joey Brown as they discuss considerations to weave into your ITSM strategies and design for 2022. In this webcast, Joey and Liz will focus on:

• Automating operations and integrating key business applications
•	Centralizing knowledge management to propel self-service initiatives
•	Driving holistic visibility and enterprise service management 
•	Crafting a user-first service design

Bring your questions as Joey and Liz explore areas to refine and reinvigorate your ITSM operations, for the New Year and beyond!

Advancing ITSM Strategies in 2022

With accelerated digital transformation, we’ve witnessed a shift in our workplaces, workdays, and employee expectations. How can your service desk keep pace with the constant changes and maintain exceptional support? Enter, automation. 

Taking a page from the guiding principle, “Optimize and Automate,” the service desk can enhance IT service management (ITSM) practices and improve the employee experience by simplifying and streamlining operations. Join Liz Beavers, SolarWinds® Head Geek™, and Jason Yeary, SolarWinds senior sales engineer, for an interactive conversation centered on automation. During this session, Jason and Liz will explore the following: 

• The value of adopting automation
• Considerations for implementing or refining automation
• Configuring varying degrees of automation in SolarWinds Service Desk

Join us as we review ways to embrace efficiencies, eliminate redundancies, and build value by employing automation in your ITSM practices.

Don’t Fret, Automate! Maximizing ITSM Resources With Automation

Have you looked at the departments across your organization as internal service providers? After all, each department provides services to the employees in some capacity. Taking this one step further, have you ever considered uniting multiple departments in a shared IT service management (ITSM) solution?

An ITSM platform can be the bridge to connect employees to more service providers than just IT. In this webcast, SolarWinds experts David Russell, senior customer success manager, and Liz Beavers, Head Geek™, will address the benefits and value of cross-departmental expansion in the service desk. Over the course of their conversation, David and Liz will tackle: 

- Considerations for advocating and adopting ITSM use beyond IT
- Identifying opportunities to expand your service desk’s footprint
- Examples of organizations who successfully opened their service desk to multiple departments 

If you’re interested in championing expanded use or looking for ideas to kickstart your ITSM platform’s cross-functional expansion, bring your questions and join David and Liz as they explore ways to further your ITSM’s adoption.

Growing Your ITSM Investment Beyond IT

Inside ITIL® 4 – the Digital Perspective

[Panel] How ITSM Can Drive and Deliver Digital Transformation

Improve your continual improvement with a maturity model

Futureproof Your IT Service & Help Desk with AI

Service Blueprinting: A Design Technique for NextGen Customer Service Innovation

3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm

What's Needed to Build the Next Generation of IT Service Desks?

Service Desk by The Numbers

Metrics and Monitoring for Service Desks and Help Desks

Effective Dev/Ops Strategies

[Panel] What Does the Future of ITSM Hold?

The anatomy of the future service desk

Dev + Ops + Sec = A better business

Accelerate velocity & boost stability with AIpowered Change & Release Management

Conversational RPA Drives Exceptional Experience

A 20/20 Look at ITSM in 2020

The Need for Multimodal Service Management

The New Age of IT Service Management 2020

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

Unifying ITSM Solutions to Employee Expectations

ITSM

ITSM Strategy

IT Service Desk

Help Desk

Service Design

IT Automation

DevOps

IT Asset Management

Process Automation

Service Desk

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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Unifying ITSM Solutions to Employee Expectations

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