Build an Employee Experience That Works
Boost productivity and satisfaction with a seamless, AI-powered IT support experience
Why employee experience is worth getting right
Less IT friction, more productive time
Every unresolved or slow-resolved IT issue costs employee time. A frictionless support experience keeps people focused on the work that matters.
IT earns a seat at the table
Teams that can show experience improvement in business terms, not just ticket metrics, get investment. Teams that can’t get treated as overhead.
Employees stop working around IT
Shadow IT isn’t a tech problem, it’s a trust problem. When employees believe IT will actually help them, they stop finding their own workarounds.
One experience, every department
One place to request anything; from IT to HR to Facilities. ESM extends your service desk so no request falls between departments.
Whitepaper: The Unified Experience Blueprint
Most IT teams haven’t deliberately designed the employee experience—it evolved by accident. The Unified Experience Blueprint gives IT leaders a practical framework for changing that: how to build a portal employees actually trust, structure a knowledge base that makes AI work, and bring support into the tools employees already live in. Walk away with a blueprint mapped to every stage of experience maturity.
The Frictionless Fix: From Chat to Resolution
Three configurations that change what IT support feels like for employees—and you can set all of them up today. In this short walkthrough, we'll shows you how knowledge base tagging, asset-linked tickets, and Teams integration work together in SolarWinds Service Desk to take support from reactive to frictionless.
The Unified Front Door: Delivering An Excellent Employee Experience
SolarWinds is joined by Principal Analyst and Content Director at ITSM.tools, Stephen Mann, for a direct conversation about where employee experience is and isn’t improving, and what actually moves the needle. Two strategies worth prioritizing: meeting employees where they already are, and making the front door smarter with AI and context-aware tickets.
Ready to apply these strategies to a powerful and easy-to-use platform?
FAQ: Questions, meet answers.
What is digital employee experience and why does IT own it?
What is digital employee experience and why does IT own it?
Digital employee experience refers to the quality of every interaction an employee has with workplace technology, including IT support. IT owns it because every slow ticket, broken portal, or unanswered request directly erodes the productivity and trust that digital employee experience is built on.
How do I get employees to actually use the IT support portal?
How do I get employees to actually use the IT support portal?
Portal adoption is a behavior change problem, not a technical one. It requires active internal communication, a service catalog designed around how employees think, not IT categories, and consistent early wins that give employees a reason to return. A portal that goes unannounced rarely gets used.
What does a good digital workplace experience look like for IT support?
What does a good digital workplace experience look like for IT support?
At its most mature, IT support is invisible to the employee — issues are resolved before they’re felt, requests are handled in the tools employees already use, and getting help never requires knowing who Dave is. The maturity model maps the specific stages between where most teams are and that destination.
How does AI improve the employee support experience?
How does AI improve the employee support experience?
AI suggestions help employees resolve issues before a ticket is even created — but only if the knowledge base behind them is structured around the way employees describe problems, not ITSM categories. Build the knowledge base first, then introduce AI, and the results compound. The sequence matters.
How do I measure whether our employee experience is actually improving?
How do I measure whether our employee experience is actually improving?
The metrics that matter most are portal adoption rate, smart suggestion helpfulness rate, self-service resolution rate, and channel adoption shift over time — the move from email-submitted to portal or chat-submitted tickets. CSAT on individual tickets is useful but doesn’t tell you how employees feel about IT as a function.
What does proactive IT support actually look like?
What does proactive IT support actually look like?
Proactive support means using CMDB data to identify impacted employees and communicate before downtime hits, AI-assisted problem linking that surfaces patterns before they become widespread incidents, and automated status updates that keep employees informed without them having to ask. IT moves from responding to problems to getting ahead of them.