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…
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 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…
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…
You may be familiar with the 7 guiding principles in the ITIL framework. You may not be as familiar with how you could apply the principles in your service desk configuration. Here are some…
Practical IT Service Management (ITSM) can be challenging when considering the growth of users and services to support. Additionally, ongoing trends in distributed enterprises with remote workforces, hybrid cloud, and…
Enterprise Service Management (ESM) and traditional Information Technology Service Management (ITSM) are two approaches to service management within an organization. ESM serves as an extension of ITSM, bringing ITSM characteristics…
According to a study conducted by the Service Desk Institute, Enterprise Service Management (ESM) strategies were adopted by 68% of organizations by mid-2021. This was a 58% increase from two…
Unplanned downtime is an eventuality every business tries to avoid but will face. In today’s digitally interconnected world, outages can be particularly damaging, especially if the business is unprepared. Not…
In recent years, teams have drastically changed how they communicate and collaborate. With the rise of physical distancing and remote work, many businesses have found email slow and burdensome. Instead,…
