The most recent content from our members.
I really liked this piece by my SolarWinds® associate Brandon Shopp discussing the benefits of an IT service desk, and how they improve efficiencies, tips for transitioning from a help desk, and more. IT is ultimately about providing services to end users, and the IT help desk plays a critical role in this effort. As a…
Modern enterprises must work to ensure their organization is focused on making employees feel heard and valued, and a key way to do this is through strong IT service management. We’ve said it before, but it bears repeating—today’s employees expect a similar service experience in the workplace that they encounter in their…
Hi, We are running, WPM, SAM, and NPM at our company. We have currently integrating SolarWinds with BMC Remedy Service Desk 7.6 SolarWinds will send email alerts to Remedy, which will digest the email and turn it into incidents for tracking and alerting hot pager accounts, etc. We are using the Remedy email template so…
The terminology of 'parent-child' applies well in an IT service support environment where support teams try to identify specific service requests as incident and problem tickets. While both incidents and problems are basically disruptions caused in IT service, in ITIL, these are defined and dealt with differently. Problem…
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