Livecast Series: Automating Your Way Beyond Simple Incident Management

It’s time to take your service desk solution to the next level with automation rules. Built on the framework of simple rules, you can improve efficiency, refine standardized processes, and transform the way your organization runs. This THWACK© Livecast is all about how automation rules in SolarWinds© Service Desk can help lighten the load and allow your teams to focus on those big picture projects which actually improve the business. Let's stop getting bogged down in the minutia and manual interaction of incident management and instead look at ways to lighten your load.

Automating Your Way Beyond Simple Incident Management

Automating Your Way Beyond Simple Incident Management

August 25, 10 a.m. CT (1 hour)
Presented by: Kevin M. Sparenberg (KMSigma) and David Russell (david.russell.CSM)

Does this sound like you and your service team? You’re repeatedly struggling with requests falling through the cracks. The incidents are aging and affecting your resolution stats or SLAs. You’re constantly short on time because the management of incidents feels like it outweighs the system’s benefits. You never get to the actual work because requests and incidents steal your bandwidth. In this session, we’ll give you the building blocks to automating your way out of ticket purgatory and getting back the most precious of resources: time.

Don’t agonize over these challenges: you’re not alone because we hear similar mutterings all the time. Finding a service desk solution to lessen your load is key to avoiding frustration and burnout. SolarWinds Service Desk is an ideal solution for automating tasks like reminders and follow-ups, but it can do much more such as route tickets to the right teams quickly, prioritize the work, send out mass communications, and keep your organization moving forward—freeing up time for the bigger (and more fun) projects.

After this session, you’ll be able to:

  • Understand and build automation rules in SolarWinds Service Desk
  • Explain time-based automation to your teams
  • Show off common yet helpful automation rules
  • Map out ways to use automation rules in your environment

SolarWinds Service Desk Solutions Engineer David Russell will explain everything from the simple to the complex. Join him and Kevin M. Sparenberg for an informative dialog where they discuss the multitude of ways you can improve your MTTR using simple automation and how you can easily expand outside the box. Be sure to join live and ask questions directly to the presenters in the chat. We may not be able to cover all the scenarios or questions, but rest assured, the conversation will continue at the SolarWinds Service Desk space right here on THWACK.

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