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Service Desk concept goes beyond asset allocation and incident response, says SolarWinds

Service desk platforms are not a new concept – but many organisations are still struggling with traditional helpdesk offerings that only really deal with one issue at a time, according to SolarWinds.

With that in mind, SolarWinds’s Service Desk software has been designed to provide a modern unified approach that streamlines service delivery across the entire customer organisation, the vendor says.

“This effort will help drive productivity while freeing up precious resources and budget,” notes SolarWinds.

Help desk software can include incident ownership, IT issue tracking, employee-focused capabilities and other resources. Customers can use these in some respects to derive data to support decision-making in IT and across their business or organisation.

Service Desk, however, facilitates more advanced, sophisticated management of the entire service desk environment.

The Information Technology Infrastructure Library (ITIL) defines the service-desk concept as intrinsic to best practice through the lens of the IT department and overall business operations. A help desk answers customer enquiries and support needs — but a service desk drives impact and efficiency for users and the organisation by providing integrated, evolving support.

“The role of the service desk is to continually evolve alongside advancing technology, becoming more integrated in the operations of its organisation. A service desk solution does this by acting as a point of contact for service requests and user issues (as the help desk did before it), but also serves as a centralised solution for IT problem management and any and all configuration changes,” explains SolarWinds.

The primary function is still to restore the productivity of the end user, but it does so within a larger context of function, driving overall Information Technology Service Management (ITSM) success.

SolarWinds’ Service Desk lives in the cloud and was designed with usability at the core, the vendor says. It is continually updated for usability and functionality, incorporating simplified, automated service requests with a view to minimising support workload.

Additionally, there’s a focus on visual analysis – harnessing reports and dashboards that are easy to read for insights into IT issues in real time, and plenty of integrations with other cloud and corporate software offerings. Pushes have been built in to ease the pathway through incidents, software migrations and more.

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