Shift Happens: How to Make Your ITSM Incidentally Awesome

A modern service desk goes far beyond basic ticketing, serving as the central engine for IT operations. This THWACKcamp session from SolarWinds Day reveals how to streamline and standardize ITSM workflows, transforming the service desk into a strategic asset that eliminates administrative headaches. SolarWinds Sr. PMM Lauren Okruch and THWACK MVP Jeremy Mayfield, Director of IT at National Sugar Marketing, explore how modern service desks go beyond ticketing to become the hub of IT operations. Session topics include: • Centralizing and standardizing ITSM workflows for improved efficiency • Efficiently routing alerts, invoices, and vendor communications through the service desk • Building user-friendly, auditable service catalogs to support compliance and transparency Go beyond just managing tickets—turn your service desk into the operational heart of your IT business. Connect with SolarWinds: THWACK IT Community: http://thwack.solarwinds.com/ Facebook: https://www.facebook.com/SolarWinds LinkedIn: http://www.linkedin.com/company/solarwinds Instagram: http://instagram.com/solarwindsinc/