Automation: The Foundation for a Mature Service Desk
Firefighting in ITSM is a necessary chore. Devices break and systems fail spontaneously. But that reactive element is only part of the ITSM picture. SolarWinds is helping IT departments graduate from the firefighting help desk to a more powerful service desk driven by automation. What does that mean?
It means that your service desk should have automated workflows in place to drive regular processes forward. It should be strategically built, with a customized experience, tailored to the organization’s needs. Employees should have an intuitive experience with IT (and other service providers) so they don’t need to go hunting for solutions to unfamiliar problems.
In this webinar, you’ll learn some different ways to configure your service desk solution, and how to find opportunities for efficiency, including:
- Automating multi-step workflows and ticket routing
- Creating a single platform for employees through the service portal
- Using artificial intelligence to connect employees with faster solutions
- Creating a customized environment driven by user provisioning and accurate data collection
Implementation Manager, SolarWinds ITSM
Sarah is certified in ITIL 4, and experienced in working with a variety of organizations to build service desk customizations. Her expertise is in configuration, creating environments specific to an organization's service management goals. She is a also an author of technical documentation for SolarWinds® Service Desk.