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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 Lab, support managers Matt Cox and Brody Taylor join Head Geek 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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About the Author
I'm the Head Geek and technical marketing director at SolarWinds, (which basically means I'm an mature geek in the services of the product team). When I say geek I mean Geek, with extreme prejudice. I started writing assembly on my Apple II, got a BITNET email account in 1984, ran a BBS @ 300 baud, survived X.25, abused Token Ring, got some Netscape.com JavaScript award love in '96, and my hack flight notification service still backs aa.com. Along the way in various jobs I’ve been a developer, SE, PM, PMM, and now principal evangelist. (Let us all join hands around the server.) Over 10 years at SolarWinds I’ve hatched our online live demo systems, managed the SolarWinds Certified Professional program, launched the Head Geek program, helmed SolarWinds Lab and THWACKcamp, and these days I’m focused on the hairball that is Hybrid IT, Cloud, DevOps and helping IT admins learn new skills not just to manage increasing complexity, but accelerate their careers. I’m always looking for new and more fiendish ways to use our products- just like our customers. And when I have a few spare minutes I fly a little when the weather is good.