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Unifying ITSM Solutions to Employee Expectations

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
Recorded May 14 2020 50 mins
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Presented by
Sarah Nielsen, implementation manager, SolarWinds ITSM
Presentation preview: Unifying ITSM Solutions to Employee Expectations

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  • Knowledge Is Power – Leverage an AI-Driven Knowledge Base to Accelerate Service May 26 2021 3:00 pm UTC 30 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.
  • [Panel] Exploring the Future of Automation and AI in ITSM Recorded: Aug 20 2020 49 mins
    Moderator: Daniel Breston | Joe Foley - Numerify, Melody Scheidler - Solar Winds & Phil Bowermaster - Cherwell Software
    Automation and AI in ITSM have come a long way. The improvements they’ve made to parts of ITSM - including to workflows, change management, pushing updates and ticketing - have had a significant impact on customer and employee experience and satisfaction.

    So what’s next for AI, machine learning and automation in ITSM? And how is it changing employee service management? Join this expert panel as they share insights, advice and use cases about areas of ITSM that are being revolutionized by intelligent technologies, including:

    - Improved IT operational efficiencies
    - Increased cost savings
    - Faster incident and problem resolution
    - Better release management
    - Higher customer/end-user satisfaction
  • Panel: How IT Leaders in Education are Preparing for Numerous Possibilities Recorded: Aug 5 2020 34 mins
    Jon Hauser, University of Washington School of Social Work and Elaine Low, Rankin Country School District
    As plans begin to formalize for the classroom in 2020, IT leaders in education must prepare for fluid possibilities, ranging from all students at home to all students in the classroom, and everything in between. In many cases, a return to “normalcy” remains unlikely, which means technology will play a critical role for schools and universities.

    Join this panel discussion as Jon Hauser (IT Director, University of Washington School of Social Work) and Elaine Low (Technology Support Specialist at Rankin County School District) discuss preparations that universities and K-12 schools are making for the fall, including:

    - How to apply lessons learned from the shift to virtual classrooms in the spring
    - Possible remote learning structures and how IT can support
    - Changes and new technology tools that can solve challenges
    - How the IT service desk has adapted to changing needs
  • Explore SolarWinds Service Desk in 30 Minutes Recorded: Jul 22 2020 34 mins
    Liz Beavers, SolarWinds Head Geek™
    An effective ITSM solution should include a positive user experience and powerful technology. In this webcast, explore a cloud-based ITSM solution that covers both to drive effective service: SolarWinds Service Desk.

    Join SolarWinds Head Geek™ Liz Beavers for a 30-minute tour of what’s new with SolarWinds Service Desk, including:

    - A user-friendly service portal and modern employee engagement channels
    - Streamlined ITIL practices for incident, problem, change, and configuration management
    - AI-powered suggestions and automated workflows to help technicians work efficiently
  • An ITSM Success Story: 8 Weeks, One Pandemic, and a Service Desk Implementation Recorded: Jul 8 2020 32 mins
    Jason Thompson, IT Desktop Manager, Town of Gilbert
    Changing IT platforms can be stressful, especially an ITSM solution that the entire organization uses. For the Town of Gilbert, Arizona, the stakes were raised by a sudden need to support an entire remote workforce during a pandemic.

    Join this webcast to hear from Jason Thompson, IT Desktop Manager, on his team’s priorities for go-live and how they launched a successful service portal to support employees through unusual circumstances. He’ll cover:

    - An implementation checklist
    - Adoption of the solution throughout the organization
    - How to score quick wins with Service Desk configuration
  • Beyond IT: How to Share ITSM Tools and Practices With Your Organization Recorded: Jun 24 2020 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
  • Driving Consistency and Reducing Downtime with ITIL Change Management Recorded: Jun 10 2020 31 mins
    Tim Lawes, solutions engineering manager, SolarWinds ITSM
    IT change management, done well, can help IT maintain business continuity. Done poorly, it can be layered and complex, leading to downtime and widespread disruption. Classifying types of changes, building change records from scratch, and constantly chasing approvals are common bottlenecks in change management processes—all hurdles that ITIL 4 attempts to address.

    Join Tim Lawes, solutions engineering manager with SolarWinds ITSM, to learn some practical tips for identifying types of changes, templatizing change requests and record creation, and automating change workflows proactively.

    What you’ll learn:
    -How to avoid disruptions caused by poorly planned or inconsistent change processes
    -Cutting out manual steps of workflows and approval processes
    -Collecting necessary data to evaluate risk quickly
    -Connecting key stakeholders, including CAB members, to pertinent information with every change record
  • Increase IT Visibility With CMDB Data Mapping in Your Service Desk Recorded: May 27 2020 31 mins
    Jason Yeary, Solutions Engineer, SolarWinds ITSM
    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 ITSM. This improves their ability to resolve incidents, troubleshoot problems, and execute changes.

    In this webcast, we’ll cover some easy ways to build a CMDB, map dependencies, and use that data to improve incident, problem, and change management practices. Join Jason Yeary, solutions engineer with SolarWinds ITSM, as he covers:

    - What an effective CMDB includes and how to build it
    - How to apply CI records and relationships to service delivery
    - The value of visually mapping technology dependencies
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: Unifying ITSM Solutions to Employee Expectations
  • Live at: May 14 2020 4:00 pm
  • Presented by: Sarah Nielsen, implementation manager, SolarWinds ITSM
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