When you shortlist an IT service management (ITSM) solution or tool, one of the first questions from your architects, security reviewers, and procurement team is predictable: “Will this work in our environment without…
Lauren Okruch
Lauren Okruch
The Latest Posts Featuring Lauren Okruch
ITSM + ITOM: Why Your Service Desk and Monitoring Tools Shouldn’t Work in Silos
If your team already runs both a service desk and a monitoring stack, the problem usually isn’t a lack of visibility. It’s that the visibility you have doesn’t talk to the system that acts on it. …
SolarWinds Service Desk System Requirements and Compatibility Matrix
How to Choose an ITSM Tool: What IT Teams Actually Need in 2026
If you are evaluating IT service management (ITSM) tools or platforms in 2026, you are not short on choices. Enterprise suites, no‑code tools, AI‑first newcomers, and focused help desk products all promise faster…
Why Web Help Desk 2026.2 Matters for Your Security and Operations Roadmap
For many organizations, the help desk is quietly one of the most critical applications in the environment. It touches user access, asset data, workflows, approvals, and often remote support. Yet…
Working Smarter in SolarWinds Web Help Desk: What the New Experience Changes for Your Day
SolarWinds® Web Help Desk (WHD™) has always been the place where you live your workday—queue open, coffee nearby, and a constant stream of tickets competing for attention. With the latest Web…
The New IT Pit Crew: 4 Roles Every AI‑First Service Desk Needs
In our 2025 State of ITSM Report, we showed that generative AI is no longer a science experiment; it is a measurable efficiency engine. Teams using GenAI cut resolution time by…
Your New ITSM Playbook: A Practical Path to Maturity
Most IT teams don’t struggle because they lack effort. They struggle because they lack a clear, realistic roadmap. Tickets keep coming in, new tools are added, and processes evolve organically rather than by design. Over time,…
IT Trends and Predictions for 2026 — SolarWinds TechPod 105
SolarWinds TechPod returns with its annual IT trends and predictions episode — and 2026 is all about Agentic AI. In this episode of SolarWinds TechPod, hosts Sean Sebring and Chrystal…
How We Tamed Operational Chaos at SolarWinds: An ITSM Story
It’s late, a critical service is down, and the war room is in chaos. Engineers are digging through logs and deployment histories, asking the same question: “What changed?” This isn’t just a hypothetical nightmare; it’s a scenario our engineers at SolarWinds knew we had to solve for ourselves.
SolarWinds Named in The Forrester Wave™: Enterprise Service Management
SolarWinds has been named in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report, included among only fifteen vendors evaluated globally. The report examines vision, capability, and execution across the growing ESM category.
How To Handle Customer Complaints: ITSM Best Practices
We’ll look at ways to turn frustration into trust through effective complaint handling.