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.

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

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

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!

ITSM in 2021: Where Service Management Meets the New Employee

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

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

See SolarWinds Service Desk in Action

Looking to improve how users interact with your service desk? Aiming to integrate your asset and service management practices in one place? Perhaps you’ve started defining your service management vision and realized you need a new platform...but aren’t sure where to start.  

An IT service management (ITSM) evaluation doesn’t have to be intimidating! As you kickstart your selection process, consider the opportunities to enhance your services and how a new solution can strengthen the perceived value of the service desk. This webcast, led by Sean Sebring, solutions engineer at SolarWinds, and Liz Beavers, Head Geek™ at SolarWinds, will help you get started on the right foot to tackle your ITSM evaluation. Join Liz and Sean as they offer guidance to help frame your requirements and scope the objectives for an impactful ITSM assessment.

Tips for Navigating an ITSM Evaluation

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.

ITSM For Users, By Users: The Rise of User Experience and Real-Time Visibility

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.

How Your Service Desk Can Embrace Value Co-Creation From ITIL 4

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

Beyond IT: How to Share ITSM Tools and Practices With Your Organization

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

Knowledge Is Power – Leverage an AI-Driven Knowledge Base to Accelerate Service

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.

Back to Basics in 2021: Reinvigorate the Service Desk by Putting Employees First

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

Is It Time to Expand SolarWinds Service Desk Beyond IT?

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

The Essential IT Asset Management Checklist

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

Move Beyond Break/Fix Tickets to Value Co-Creation

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

Panel: How IT Leaders in Education are Preparing for Numerous Possibilities

ITSM

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IT Asset Management

Incident Management

Service Catalog

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Service Desk

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Panel: How IT Leaders in Education are Preparing for Numerous Possibilities

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