Liz Beavers, Author at Orange Matter

Liz is a technical point of contact for SolarWinds Service Desk customers, providing expertise on ITSM best practices, APIs, integrations, and security. She’s ITIL 4 certified and has never met a dog she didn’t want to adopt.

author:

Liz Beavers

Networks

How to Reduce an Influx of IT Support Tickets or Messages

If you’re experiencing heavy workloads, an influx of tickets, and a shortage of service desk agents, you’re not alone. According to a recent SDI report, over 35% of service desks planned to increase their staffing levels last year. While staffing is an obvious way …

author:

Liz Beavers

Networks

Why Reporting and Dashboards Are Critical to Your Service Desk

Aiming for continual improvement of the services provided to employees is an obvious goal for IT leaders, but it can be unnecessarily difficult to make adjustments without good reporting. The service desk is no exception. The dozens of metrics you may track or collect …