SolarWinds to Attend ITSM Conferences SupportWorld Live and itSMF UK
Company to deliver service management insights and showcase new SolarWinds Service Desk enhancements.
Operations | Monitoring | ITSM | DevOps | Cloud
The Place Where Modern Operations & Technology Come Together
Helpdesk
The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.
What causes repeated account lockouts and how to resolve them
A stringent account lockout policy is vital to derail password guessing and brute-force attacks but it also runs the risk of locking out legitimate users costing businesses valuable time, money, and effort. With password reset requests accounting for almost 30% of the total IT help desk tickets, resolving frequent account lockouts becomes an indispensable part of a sysadmin’s job.
[Free webinar] Measuring the service desk's contribution to value by IT expert Peter Brooks
Did you know that your service desk plays a key role in co-creating your organisation's value and is therefore an important consideration in plans for continual improvement? Find out why and learn more insights into the topic from IT expert Peter Brooks. Here are the key takeaways: Watch more ITIL/ITSM related videos from industry experts: Follow us on social.
Elevate your call center experiences with AppDynamics in Cisco Unified Contact Center Enterprise (UCCE)
Full-stack observability has entered the call center world. Raise the experience bar with AppDynamics in Cisco Unified Contact Center Enterprise (UCCE).
Increasing the efficiency of customer service delivery
Running a customer contact center to meet the sky-high expectations of today’s customers is hard work. Success depends on having agents who can empathize with and advocate for your customers in order to give them satisfactory answers and resolutions. This is no small task, and the dynamic nature and complexity of all the factors involved make it even more difficult.
Customer Service Ops & PagerDuty Zendesk Integration v3 Full Case Ownership Use Case
PagerDuty's Zendesk Integration enhances communication between engineering and support teams by providing visibility to high-impact incidents via the PagerDuty Status Dashboard that is integrated into the Zendesk interface. Automate workflows for a fast-paced support team and provide the right level of information so they can interact knowledgeably with their customers while also reducing time and effort.
Proactively managing risk and security
As a result of the COVID-19 pandemic, organizations have realized the importance of proactively managing risk and security to build resilience and to emerge from a crisis stronger. These best practices and tools can help you shift your risk management program into high gear.
The Podium
KPIs and Metrics are Essential Transformation Yardsticks—But So Is Experience. Although many IT leaders launch into projects with set goals, there’s no telling what sort of unexpected consequences will emerge. In episode 4 of The Change Makers podcast, you’ll see how you can plan and predict certain benefits, but several successful business outcomes arrive serendipitously. Take Lucy Hallam, Service Desk Manager at Croydon Health Services NHS Trust.
ManageEngine Analytics Plus for Jira Software: Apptoberfest demo
Analytics Plus is an AI-enabled analytics app custom-built for Jira Software. Analytics Plus feature highlights: Analytics Plus is a certified app available in the Atlassian marketplace.
New Messaging Service drives end-to-end employee and customer experiences
The new world of hybrid work requires creative ways to engage with customers and employees no matter where they’re located. To answer that call, we’ve launched the ServiceNow Messaging Service to provide a seamless experience from issue to resolution. Built on integration with the Twilio platform, ServiceNow Messaging Service makes it easy for ServiceNow users to integrate SMS and WhatsApp into digital workflows using the Now Platform.