Name: Five Indispensable Features of a Modern Service Desk
Start: 2022-03-30T17:00:00Z
End: 2022-03-30T17:30:11.000Z
Location: BrightTALK
Rating: 4.3

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.

This webcast is part of our ongoing series “When ITIL & IT Teams Meet,” where we share our real-world experience of successful ITSM programs grounded in the reality of what really happens out there.  

While we wish every ITSM implementation was smooth sailing, our years of experience have taught us this isn’t always the case. So what do we do about that then?  

In any organization there will always be a fine line and realistic balance between moving a gigantic ship towards a better future and orienting yourself for personal success. Knowing how to navigate those waters means the difference between someone who finds success even in catastrophic failure and someone who’s dragged under.  
 
In this webcast, we’ll talk about that fine line, how to make progress that truly matters while setting yourself up for a successful career no matter the situation. 

Join us in this webcast, to hear from one of our Solutions Architects and expert in this field, Sean Sebring, ITIL 4 MP, as we dive into what really happens when ITIL and IT teams meet. Sean will be joined by RJ Gazarek, Principal Product Marketing Manager and expert on systems thinking. We’ll talk about: 

- How to make progress that matters 

- What to do when things go wrong 

- Taking those hard lessons with you 

- Accelerating your career as an IT Professional

When IT & ITIL Meet: Setting Yourself Up for Personal Success

This webcast is part of our ongoing series “When ITIL & IT Teams Meet,” where we share our real-world experience of successful ITSM programs grounded in the reality of what really happens out there.   

SLAs missed... Number of tickets closed... Average time spent per ticket...  

Meeting all your metrics and still fighting for budget and resources? Trying to get ahead but always feeling like you’re falling behind?  

If all you’re measuring are metrics like the ones above, that might be why.  

It’s common, especially in IT, for goals, objectives, metrics, plans, successes, and failures to center on the output of your people. In other words, measured on the things you do and not the value you truly deliver.  

While the output of your team is still critically important to measure, it’s still only half of the real story.  

Join us in this webcast, to hear from one of our Solutions Architect and expert in this field, Sean Sebring, ITIL 4 MP, as we continue our dive into what really happens when ITIL and IT teams meet. Sean will be joined by RJ Gazarek, Principal Product Marketing Manager, and expert on systems thinking. We’ll talk about: 

- The difference between outputs and outcomes 
- How to uncover the right outcome-driven goals 
- The role of value delivered in goal setting 
- How to keep things simple

When IT & ITIL Meet: Driving Value From a Focus on Outcomes

Many IT service management (ITSM) solutions are old and outdated since they were developed before self-service, automation, and more modern cloud-based platforms. The issue has been exacerbated by increased IT complexity and a dispersed workforce.  

ITSM solutions, however, are quickly catching up to these requirements as companies shift to digital-first and remote-friendly business models. In this webcast, hear from Peter Di Stefano, Principal Product Marketing Manager, about the 3 top emerging trends in ITSM for 2023 and see how a modern cloud-based solution like SolarWinds Service Desk can help meet your needs today with the flexibility to scale and support your future business requirements.

Top 3 Trends in IT Service Management (ITSM) for 2023

This webcast is part of our ongoing series “When ITIL & IT Teams Meet,” where we share our real-world experience of successful ITSM programs grounded in the reality of what really happens out there.   
 
People residing at the core of every successful ITSM strategy and implementation. ITIL recognizes organizations and people as one of the four dimensions of strong service management. We may even go so far as to say that if the people are strong in any system, the rest has a way of figuring itself out.  
 
So how do we ensure the core of our ITSM implementation is strong? How do we set our people up for the most success in a constantly shifting business landscape? How do we succeed where others have gone so wrong?  
 
Join us in this webcast to hear from one of our Senior Solutions Engineers and expert in this field, Sean Sebring, ITIL 4 MP, as we continue our dive into what happens when ITIL and IT teams meet. Sean will be joined by RJ Gazarek, Principal Product Marketing Manager and expert on systems thinking. We’ll talk about the following: 
 
• Why people are so critical to successful ITSM strategies 
• How to view ITSM from a systems lens 
• Where implementations have struggled when it comes to people 
• How you can avoid making similar mistakes

When IT & ITIL Meet: A Systems Thinking Approach to People & Success

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 IT service management (ITSM). This improves their ability to resolve incidents, troubleshoot problems, and execute changes. 
 
Join Seyi Verma, Director of Product Marketing, and Sean Sebring, Sr. Solutions Engineer where they will cover some easy ways to build a configuration management database (CMDB), map dependencies, and use that data to improve incident, problem, and change management practices. We will cover: 
 
- What an effective CMDB includes and how to build it 
- How to apply configuration items (CI) records and relationships to service delivery 
- The value of visually mapping technology dependencies

Maximizing IT Visibility with CMDB in Your Service Desk

Information Technology Infrastructure Library (ITIL) is an IT Service Management (ITSM) framework full of recommendations and best practices for delivering efficient IT services. While implementing ITIL-aligned ITSM is the end goal, it can seem like a lot to accomplish. Where to start? Are we doing it right? Does it all really matter?

While frameworks and best practices are fantastic aids, sometimes they can make it difficult to accomplish your true goal - helping your end-users and moving your business forward.

Join this webcast to hear from one of our Senior Solutions Engineers and experts in this field, Sean Sebring, ITIL 4 MP, as we dive into what really happens when ITIL and IT Teams meet. We’ll talk about:

• A brief overview of ITIL and why it can be helpful
• The parts of ITIL that are critical to get right
• Steps you can take to avoid common mistakes
• Lessons we’ve learned along the way

When ITIL & IT Teams Meet: Lessons Learned to Help Get It Right the First Time

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

When your users need help, it shouldn’t matter where they are or what tools they use to engage; it needs to be quick, simple, and effective. Businesses have increasingly embraced Microsoft Teams® and Slack® as communication tools. In fact, in 2022, Microsoft Teams and Slack had 270 million and 18 million active users, respectively. Due to the widespread usage of these collaboration technologies, it’s essential to reach end users where they choose to complete their work for convenience and increased productivity. 

With SolarWinds® Service Desk, whether you’re on a mobile device, leveraging chat, or using our self-service portal, help is at your fingertips. During this session, we’ll show you how to utilize the Microsoft Teams and Slack apps to do the following: 
 
• Request and receive service from within the desktop or mobile application
• Open, view, and resolve tickets
• Add comments, attachments, categories, and subcategories to tickets

Reaching Your Users Where They Are—Request Service From Your Collaboration Tools

Modern IT service management (ITSM) solutions make delivering on your service-level agreements (SLAs) easier with their real-time alert systems and long-term insights keeping you updated on service performance. Whether it’s in IT, HR, or another department, managing expectations for service performance is essential. 

Join this webcast to hear from Director of Product Marketing Seyi Verma and Sales Engineer David Russell to learn how SolarWinds® Service Desk can help you do the following:

• Effortlessly scale SLAs throughout the entire organization so you can set expectations and ensure employees receive the resources they need within an acceptable time frame
• Manage SLA breaches and set automated notifications to alert the right teams when expectations aren't being met
• Monitor long-term results to show areas where you can improve efficiency and your team's skills

How to Set, Monitor, and Manage SLAs in ITSM Solutions

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

Are you or are you manually tracking all incident tickets or is your company still running on old, legacy IT service management (ITSM) tools? It’s time to go digital and automate processes for operational efficiencies. Adopting a modern cloud-based ITSM platform helps streamline and automate processes to extract value from your IT investments to make life easier for both the technicians and users.  

In this webcast, hear from Director of Product Marketing Seyi Verma to learn how the SolarWinds® Service Desk solution enables: 

- Automation to transform the daily work experience 
- IT to run faster, smoother, and more affordably 
- Enriches service experience for employees 
- Collaboration between departments—HR, facilities, legal, finance, etc.

Go Digital with a Modern Cloud-Based ITSM Platform

IT organizations are constantly evolving—from people to processes to technology. As the technology in your business matures, the complexity often increases. IT asset management (ITAM) is an integral part of any cost-effective IT management strategy—whether you’re managing hardware or software at the office or remotely. An ITAM solution helps you understand your assets, where they’re located, who’s using them, and how they relate to each other. 

Join this webcast to hear from the Director of Product Marketing Seyi Verma and Sales Engineer David Russell to learn how a fully integrated ITAM software in an ITSM platform can:

• Automatically discover and update asset inventory from multiple sources
• Stay updated on inventory contracts to ensure compliance and avoid downtime
• Build an asset catalog to scale into configuration management for the entire organization
• Maintain a configuration management database (CMDB) with minimal upkeep

Unifying ITAM and ITSM For Greater Visibility and Reduced Risk

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

Help Desk

IT Automation

IT Service Desk

ITSM

Knowledge Management

Self Service IT

Service Desk

Service Management

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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Five Indispensable Features of a Modern Service Desk

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