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IT Service Management 101 With SolarWinds Service Desk

Level 9

IT service delivery has never been more important than it is today. Wherever they’re working, employees are counting on IT to resolve their issues quickly and provide the resources they need to be productive. In this session, we’ll refresh the ITSM basics with SolarWinds Service Desk, including incident, problem, and change management practices. We’ll also explore better ways to connect employees to resources through the service portal and modern engagement channels.

 

 

Resources:

THWACK Tuesday Tips: Employee Portal Experience

THWACK Tuesday Tips: Incident Management 101

Driving Consistency and Reducing Downtime with ITIL Change Management 

8 Weeks, One Pandemic, and a Service Desk Implementation

About the Author
I have experience in many types of content production. I worked in radio, TV, and print journalism, primarily covering sports for an ESPN Radio affiliate and local ABC affiliate in Syracuse, New York. I hosted a daily sports radio show, where I learned to laugh at my own inevitable mistakes while talking for four hours a day. I moved to Raleigh, North Carolina in 2016, looking for a career change to support some new ambitions. When I heard about Samanage (now SolarWinds Service Desk), I loved the people and learned as much as I could about ITSM. I eventually found a perfect home on the content marketing team, where I've been able to apply some of my previous experience and learn a ton about business technology. I love talking with customers about their successes, creative things they've tried, and use cases that might help someone else improve. I have worked on many of the Service Desk case studies and videos you'll find, and I'm always excited to meet our customers. If you see me at an event, please come say hello! My wife and I try to see a few new cities every year (open to suggestions), and we love dogs. I'm still a huge sports fan, and though I'm a fish out of water here on Tobacco Road, I'll rarely miss a 'Cuse football or basketball game.