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October 24, 2018 | By

Service Management World: Are Helpdesks Finally Getting the Love They Deserve?

LogMeIn has been all over the globe this fall and it’s been a wonderful experience to get out with the team to showcase all the great innovations coming out of our Support Solutions group.  Last week, I was in Orlando at Service Management World.  It was my first time there, but I can tell you – the SMW team knows how to put on a show! There was ample opportunity to network with the industries best and brightest, see the new and innovative technologies vendors were bringing to market and share ideas on what we think the future looks like.  There was so many great conversations and out-of-the-box ideas, it’s hard to pick just a few to share, but here it goes:

  1. The Future of Support is Here. I had the opportunity while at SMW to meet with a ton of our customers and prospects to talk about where we are taking our support portfolio and it was incredibly insightful.  The feedback around our launch of RescueAssist was phenomenal. From its ease of use, to the new capabilities – people are really excited to get on board. It’s great when we get an opportunity to show our customers work we are doing that is a direct reflection of their feedback.  The conversation never stops and I now have even more great ideas to share with our product team.
  2. Helpdesks are FINALLY Getting the Love They Deserve. Companies around the world are modernizing everything for the digital era – including their helpdesks. They are leveraging disruptive technologies – like artificial intelligence and user-friendly tools to transform the way they approach support – both internally and externally.  Self-service was a big theme this year – which fit in well with us since we launched Prompt ai.  Being able to empower uses to help themselves on simple, repeatable tasks is something everyone seems to want.  It was great to see so many companies share in our vision of making the IT support experiences faster and easier for their customers and employees alike
  3. Structured Service Management Isn’t Just for IT Anymore. While IT is still very much the golden case for service management, the future seems to be expanding to other internal share services like security, HR, legal, sales support, and facilities. These additional support services are primed to leverage similar technology to offer better, more efficient user experiences, organized process flows, and automate tasks. Work moves faster when you can orchestrate across departments and IT applications with powerful workflows.

As a team we are incredibly proud to be at the forefront of this dramatic and positive shift in how everyone is looking at support.  I can say confidently that Prompt ai and RescueAssist were the talk of the show floor.     It was a wonderful few days in Orlando and now – onto the next one!


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