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Is Your Service Desk Too Complicated to Use?
The 2024 State of ITSM Report reveals that organizations with a well-structured IT service desk resolve tickets significantly faster, improve employee satisfaction, and reduce IT workload. Yet, many organizations struggle…
The True Cost of ITSM: On-Prem vs. SaaS
On-premises solutions require ongoing infrastructure investments, maintenance, and dedicated IT staff to manage. While you pay for a license once, you’re also on the hook for everything from security patches…
4 Strategies for Optimizing the ITSM Portal in Your Organization
An effective IT Service Management (ITSM) portal is crucial for maintaining operational excellence. I spoke with Senior IT Manager Noel Barbee on strategies to help you get the most from…
Automation Strategies to Help Hit Your SLAs
Today’s workers want immediacy in a world that’s always on. Luckily, automation tools have evolved to help ITSM teams meet demand. According to global research from the SolarWinds® State of…
Does Self-Service ITSM Really Work?
The SolarWinds State of ITSM Report is an in-depth review of over 2,000 ITSM systems, aggregating more than 60,000 data points from mid- and small-market SolarWinds® customers globally. The report…
More Service Desk Agents Aren’t the Answer
The more service desk agents on hand to tackle tickets, the faster issues get resolved, right? Maybe not. Over 13 months, we analyzed over 2,000 global SolarWinds® Service Desk IT…
4 Takeaways from the SolarWinds State of ITSM Report
The SolarWinds State of ITSM Report has arrived. To uncover key trends, challenges, and practices in today’s IT Service Management (ITSM) landscape, we’ve analyzed over 2,000 ITSM systems and more than…
Help Desk vs. Service Desk: Understanding the Key Differences and Why a Service Desk is the Future
In IT support, “help desk” and “service desk” are often used interchangeably. However, these two functions are distinct, and understanding the differences can significantly impact how effectively an organization manages…
Dear ITSM – We need to talk…
Dear IT Service Management, After ten years of working in different areas of tech, I’ve seen a lot of things, from cybersecurity to DevOps to ITSM. I’ve discovered that no…
SolarWinds AI Continues to Enrich the ITSM Employee Experience
As Artificial Intelligence (AI) becomes increasingly integral in the tech landscape, we at SolarWinds recognize the incredible benefits it can bring to companies and teams, not only in its efficiencies…
