The most recent content from our members.
Want a chance to win a $50 Amazon gift card?! SolarWinds is running a short survey to understand the help desk challenges faced by IT technicians, help desk support staff, and those of you who support and manage your organization’s help desk processes. It’s just a short survey well worth a few minutes of your time. Let us…
It’s often a common complaint for IT pros in desktop support teams that they are spending more time managing service requests than actual IT support. This is because there is no easy way to track and manage service requests; there’s just too much of complexity around managing service requests when dealt with manually. As…
In an earlier blog, we said we couldn’t stop at just 5 tips for choosing the right help desk solution. Here’s a quick recap of what to look for: * Easy-to-use help desk software with ticketing automation to reduce manual efforts to simplify ticketing management * Simple & intuitive Web-based interface for both technicians…
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…
Problem management is a crucial part of IT service management that requires support teams to diagnose the ‘root cause of incidents’ (identified as problems), and determine the resolution to these problems. This is not an easy task, and specifically for mid-size to large organizations, where the number of incidents logged…
IT infrastructure is nothing but a bunch of hardware and software equipment or assets – of course there’s a ton of configurations, connections and customizations that go into making IT work for the business. But, in essence, all the elements of the IT infrastructure are assets – all those that network devices and storage…
Customer service is a key revenue stream for companies that offer end-user support as a business offering. Especially when it comes to IT support, and your end-users are not technologically savvy, there is a high likelihood of having communication gaps in understanding the user’s issue and determining the cause—which may…
It’s this time of the year that so many of your IT staff will go on vacation. When you know you are going to be under-staffed to handle service requests, it is only wise to strategize and implement some best practices that will help your IT teams ensure they don’t get overwhelmed by help desk tickets, and at the same time…
TRIBUTE TO 'GEEK SPEAK AMBASSADORS' I want to share with the thwack community the latest e-book that we developed at SolarWinds. Why is this so special and rewarding to thwack? Well, because we have picked out some great contributions by our esteemed Geek Speak ambassadors, put a creative spin to them, and presented them…
Organizations of every size find themselves looking for the right help desk solution to meet their IT and end-user requirements. Some have not implemented any solution yet, and there are those not satisfied with their current solution and are in search of a better one. Whichever of these categories you belong to, you will…
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