SWSD August 18th: An Exciting Week for Enterprise Service Management (ESM) – Custom IT Service Portal URLs, Templates for New Service Providers, and More
Standardize Points of Entry with Custom URLs for IT Service Portals
One of the main benefits of ESM to the user is reducing points of entry to requesting help from departments across the organization, but also simplifying their experiences and limiting their required learned behaviors.
To help streamline the user’s service desk navigation experience, SolarWinds Service Desk ESM now supports the use of a flexible subdomain for the IT service provider, in addition to all other service providers. See ESM migration-ESM URL for more information.
Service Provider Templates Are Here to Speed Up Setup Beyond IT
We understand time and resources can be constrained within IT departments, and setting up a new service provider, though extremely beneficial to efficiency processes in the long run, can feel like a daunting task. To help mitigate the work required when expanding into additional service providers, we’ve created three new templates: blank template, sample template, and Human Resources template.
These templates have predetermined feature settings, categories, custom fields, catalog items, solutions, and more baked in to help reduce the decision-making and setup efforts required to set up a new service provider. No matter which template is used, each service provider is completely customizable later, according to specific needs and wants.
Service provider templates are available to customers on the Advanced and Premier tiers of SolarWinds Service Desk. For more information about templates see Create a service provider.
Coming soon: Duplication of Existing Service Providers
Templates are here this week to help additional service providers get set up more quickly and effectively, but soon we’ll be taking that efficiency one step further with Service Provider Duplication. Duplication will bring across existing portal branding settings, custom states, service desk settings, and more to reduce necessary repetition – all while ensuring each provider has full customization available according to their individual needs.
Keep an eye out for the launch of Service Provide Duplication in the coming weeks.
Other notable enhancements
- Advanced notice of expiring SSL certificates
- Use custom states to change or add a state for assets
Reminder: Updates of colors on the Service Desk platform were made on August 4 to align with our own updated SolarWinds brand guidelines. There should be no impact on any customization you have made to your own requestor portal settings.
If you have any questions, please leave a comment below.
See what else we’re working on.
Have a feature request? Upvote or submit your request here.