Jessicah Raynor is a Marketing Content Specialist for SolarWinds ITSM, sharing ITSM and ITIL best practices, customer stories, and insights from IT professionals in order to better support employees, the business, and the technology they all depend on. One of Jessicah’s proudest moments was when her picture was featured on Beyoncé’s website.

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Panel: The Future of IT Service Management

June 25, 2020

IT service management (ITSM) has evolved into a much broader discipline than just delivering IT services to the business. It’s grown beyond the IT department and become an integral part of how every employee in almost every business unit performs and completes tasks. In …



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Q&A: Top Soft Skills IT Service Desk Pros Should Have

March 19, 2020

A service desk professional is usually required to have a significant amount of knowledge about the IT industry, strong technical skills, and a wide range of experiences that demonstrate those skills. But among all of the hard skills needed to do the job, there …


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Q&A: ITIL 4 One Year Later

February 13, 2020

It’s been roughly one year since the IT service management world was introduced to ITIL® 4 at Pink19. This latest evolution of ITIL provides guidelines to IT pros and service technicians to address ever-changing service management challenges and meet the needs of employees more …


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ITSM

Q&A: Breaking Down IT Silos

January 9, 2020

One of the most frustrating challenges in IT, historically, is working within silos. Given today’s complexity and specialization throughout IT, it’s more important than ever that teams work together toward goals that benefit the entire business. Following our own advice, I talked with a …