SolarWinds Lab Episode #78 (July 2019) - Migrating From Ticketing to Full Service

July 17, 2019

While it would probably be impossible to manage your business's technology or keep users happy without a help desk, there’s a limitation. You’re still interrupt-driven, reacting to a pile of problems and an endless stream of mundane tasks. In an ideal world, you users would self-manage, so you can be more proactive, and focus on the big issues that your business actually cares about. That’s where Service Desk comes in.

On this episode of SolarWinds LabTm, support managers Matt Cox and Brody Taylor join Head GeekTm Patrick Hubbard to discuss how to extend your help desk to empower users to solve problems, process requests, and reduce interruptions. They’ll show you how to add asset management, process automation, and a service catalog to your operation—and accelerate incident resolution. You’ll also learn how artificial intelligence is being used to analyze behavior, anticipate users’ needs, and help them find what they need, when they need it—on their own.

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  • I've been tasked with managing the migration of our legacy ITSM database into our existing Solawinds portal/licence, as I understand the component that will be used is the "SolarWinds Service Desk" component which was formally Samanage.  As a large Govenment organization' a lot of our systems are managed on a state level so we can't use this tool for our support tickets. Question is can we use this tool for asset management only? We also use Dameware remote tool so perhaps the can work together? I hope that makes sense 

    Cheers  

Comment
  • I've been tasked with managing the migration of our legacy ITSM database into our existing Solawinds portal/licence, as I understand the component that will be used is the "SolarWinds Service Desk" component which was formally Samanage.  As a large Govenment organization' a lot of our systems are managed on a state level so we can't use this tool for our support tickets. Question is can we use this tool for asset management only? We also use Dameware remote tool so perhaps the can work together? I hope that makes sense 

    Cheers  

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