Jason Yeary is a technical expert for SolarWinds Service Desk customers and a former service desk manager in the healthcare industry. He is ITIL 4 certified and specializes in ITSM best practices, configuration, and integrations. He also has a refined palate for craft beer and knows professional football news before it’s on your TV.

defining employee focused service management



ITIL 4 Update Launch is Almost Here

January 22, 2019

Common criticisms of ITIL’s shortcomings have led to the creation of other frameworks that attempt to either replace ITIL or complement its application, depending on the IT context.

5 self service portal benefits boost customer experience



The Evolution of ITIL

January 2, 2019

Unless you’re a current, aspiring, or former IT professional, you probably don’t know exactly what ITIL is. But it also stands to reason that if you’re reading this blog right now, then you’re probably a current, aspiring, or former IT professional.

it service desk automation



Building an IT Service Desk Automation

August 7, 2018

Service desk automations are designed to streamline processes and remove the tedious areas of service delivery, so your service providers and technicians can focus on exceeding employee service expectations.

build service catalog workflow



Five Samanage Customers on the Benefits of the Service Catalog

May 22, 2018

One thing we find is that many new customers are surprised by how many parts of multi-step services they can automate through the service catalog. They might not have chosen an IT service management (ITSM) solution specifically to build workflows, but it often becomes the most important part of their service strategy.