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

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.