“AI is not a set-it-and-forget-it capability. It needs ownership, current knowledge, reliable data, and human judgment in the places where it matters most. Service desks that plan for that work are in a better position to get lasting value from AI.”
—Jasmine Park, Staff PMM, ITSM, SolarWinds
2026 State of ITSM: What 800+ IT Professionals Say About AI, Automation, and the Year Ahead
IT Staffing for Schools and Districts: Ratios, Tools, and What Works at Scale
There’s no single “right” ratio for how many IT technicians a school district needs, and any source claiming otherwise is oversimplifying a genuinely complicated question. The more useful approach is to understand how staffing ratios…
Enterprise Service Management Is for More Than IT: HR, Facilities, and Finance Use Cases
Many organizations that adopt enterprise service management don’t set out to build one. It starts as an IT service desk, and only later does someone in HR or Facilities ask why their department doesn’t have…
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…
How to Recognize and Fix a Poor Incident Response Framework
Dealing with glitches, disruptions, and malfunctions is an inherent part of managing technology and incident response. In today’s increasingly complex infrastructures, operational success depends on how quickly IT personnel can resolve issues when they arise.
Understanding Enterprise Service Management and the Benefits for Your Business
According to a study conducted by the Service Desk Institute, Enterprise Service Management (ESM) strategies were adopted by 68% of organizations by mid-2021. This was a 58% increase from two…
An IT Service Desk Can Help Government Agencies Run More Efficiently
IT is ultimately about providing services to end users, and the IT help desk plays a critical role in this effort. As a result of the COVID-19 pandemic, there was…
What Is an IT Service Desk?
Let’s say you’re shopping in a retail store. You have everything on your shopping list except for one item. You’ve browsed through each of the aisles (twice), and you still…
Putting ITIL 4 Into Practice With SolarWinds Service Desk – SolarWinds Lab Episode 87
ITIL 4 certifications demonstrate a thorough understanding of how to deliver value to the modern organization through services. Matching that understanding with the capabilities of your ITSM solution is…
Powering Business Operations Through “Work From Home” — SolarWinds TechPod 026
As COVID-19 forces employees out of the office in masses, many IT departments have been tasked with keeping productivity high and entire organizations operational. How are IT leaders preparing, both…