SolarWinds Report: ITSM Enhances Productivity and Innovation

SolarWinds, a prominent provider of robust and secure observability and IT management software, has unveiled a report underscoring the positive influence of IT Service Management (ITSM) on elevating IT outcomes, service delivery, and employee contentment.

In today’s landscape, organizations grapple with the intricate web of distributed, hybrid, and multi-cloud IT environments as they embark on digital transformation journeys. As businesses increasingly turn to IT to implement novel digital tools and processes, IT teams often find themselves inundated with escalating performance issues, troubleshooting, and support requests that divert their attention from pressing business imperatives.

The newly published SolarWinds report delves into the benefits experienced by SolarWinds® Service Desk clients following the adoption of ITSM. These benefits encompass heightened productivity, reduced system downtime, and quicker resolution of issues.

According to the survey conducted among average SolarWinds Service Desk users, a substantial reduction in ticket volume saved them approximately 23 hours per week, equivalent to the addition of an extra team member. Furthermore, participants reported an ability to manage an average of 19% more tickets per IT agent. This time-saving facilitates a laser focus on innovation and the pursuit of long-term business objectives.

Key findings from the SolarWinds survey of 163 Service Desk clients include:

– ITSM Enhances the Success and Swiftness of IT Outcomes: Empowered by AI-driven features, such as a virtual agent for troubleshooting and guided incident resolution, SolarWinds Service Desk users achieved a remarkable 23% decrease in time spent addressing incident and service ticket requests. Respondents also noted a 21% reduction in both system downtime and the volume of ticket submissions after implementing ITSM.

– ITSM Uplifts Employee Experiences: A well-executed service desk deployment contributes to enhanced end-user satisfaction through quicker issue resolution, improved self-service capabilities, and a more streamlined approach to accessing support. SolarWinds Service Desk users enjoyed an average 21% improvement in user experience, and in some cases, this improvement reached as high as 45%.

– ROI on ITSM Investment: One out of every six SolarWinds Service Desk clients reported an ROI of up to three times their initial ITSM investment, with more than half (51%) indicating a threefold return on their investment. This ROI is in addition to the considerable value derived from expedited incident detection, resolution, and service delivery.

Cullen Childress, Senior Vice President, Product at SolarWinds, emphasized their commitment to aiding customers throughout their ITSM journeys, from basic ticketing to AI-powered service delivery, and their dedication to delivering substantial value where it matters most.

SolarWinds Service Desk simplifies IT operations and enhances the alignment of IT services with business requirements by consolidating service management and incident reporting . Renowned for its user-friendliness and effectiveness, the cloud-native SolarWinds Service Desk solution delivers rapid time-to-value for users and agents.

Customers can further customize Service Desk through integrations with over 200 popular cloud applications.