it service management

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Back to School in the New Different—SolarWinds TechPod 031

For campus IT, “back to school” holds an entirely different meaning for the Fall 2020 semester. On this episode of SolarWinds® TechPod™, Head Geek™ Liz Beavers is joined by Jenny Reeves, operations program manager for a K-12 school in…

Putting ITIL 4 Into Practice With SolarWinds Service Desk – SolarWinds Lab Episode 87

ITIL 4 certifications demonstrate a thorough understanding of how to deliver value to the modern organization through services. Matching that understanding with the capabilities of your ITSM solution is a…

Pink20 Takeaways: Familiar ITSM Challenges and Stronger Solutions

One year after the launch of ITIL® 4, the Pink20 IT Service Management Conference followed up with a Batman theme — appropriate, given Batman is a superhero whose only superpower…

IT: The Employee Engagement Department—SolarWinds TechPod 022

What is employee engagement and what does it have to do with IT? Andrew Eardley-Day, ITSM system administrator for Betfred, and Joey Brown, product manager for SolarWinds ITSM, join episode…

Q&A: Breaking Down IT Silos

One of the most frustrating challenges in IT, historically, is working within silos. Given today’s complexity and specialization throughout IT, it’s more important than ever that teams work together toward…

ITSM: A Conversation With Garry Schmidt

Garry Schmidt first got involved in IT service management (ITSM) almost 20 years ago. Since becoming the manager of the IT Operations Center at SaskPower, ITSM has become one of…

4 Key Integrations to Consider for Your Service Desk

One of the greatest challenges for IT departments in the age of digital transformation is consolidating data and creating opportunities for different systems to work together toward common goals. Technology…

ITSM: The Tie That Binds

Few relationships sail along without ever having to cross stormy seas. Even the best marriages need to batten down the hatches occasionally. A combination of genuine involvement, good communication, and…

Why the Service Desk Has Become the Center for Employee Engagement

What is Employee Engagement? What’s the best place you’ve ever worked? Why did you like it so much? Great manager and coworkers? Flexible work schedule? Nice paycheck? These are the…

Live Chat: How It’s Boosting Employee Engagement Inside the Service Desk

When it comes to internal support, sometimes employees just need a way to reach out to your team, and responding with “do you mind submitting a ticket?” leads to submitting…