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…
4 Key Integrations to Consider for Your Service Desk
7 Steps for Service Desk Automation in 2020
These days, it’s difficult to give a unique presentation on service desk automation. Everyone talks about it. Much of the discussion is “pie in the sky.” When the team asked…
How Mobile Is Transforming IT Service Management
A project manager is working at a remote site, and suddenly, her laptop won’t hold a charge. An account executive is in a hotel conference room making final preparations for…
How Network and Systems Admins Can Benefit From the Service Desk
Oh no, the dreaded email server alert. There are few faster ways to ruin a systems administrator’s day. It’s not just diagnosing, working, and resolving the issue; it’s the inevitable…
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…
How the IT Service Desk Can Better Engage with Remote Employees
According to a report based on statistics from the U.S. Census and the U.S. Bureau of Labor, remote work has increased nearly 160% since 2005. It’s no secret that 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…
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…
What Is Problem Management? Understanding the Basics
When thinking about problem management in your IT organization, it’s a good idea to first understand how ITIL differentiates problems and incidents within the service management framework. Problems are defined…
Building a Complete Picture of IT Assets — SolarWinds TechPod 017
To maximize the benefits of business technology, IT asset management (ITAM) should have a strong relationship with service delivery. Over the years, ITAM has evolved beyond a spreadsheet of laptops…