Liz is a technical point of contact for SolarWinds Service Desk customers, providing expertise on ITSM best practices, APIs, integrations, and security. She’s ITIL 4 certified and has never met a dog she didn’t want to adopt.

5 ways ITSM has changed in past decade

author:

ITSM

5 Beneficial Ways ITSM Has Evolved Over the Last Decade

September 13, 2019

Technology has changed a lot in a decade. Flashback to 2009 when smartphone adoption was still growing, and the concept of using a service desk to do anything in the office was a relatively foreign concept. While email may have dominated in years past, …


author:

ITSM

How to Reduce an Influx of IT Support Tickets or Messages

September 9, 2019

If you’re experiencing heavy workloads, an influx of tickets, and a shortage of service desk agents, you’re not alone. According to a recent SDI report, over 35% of service desks planned to increase their staffing levels last year. While staffing is an obvious way …


creating a service catalog best practices

author:

ITSM

Best Practices for Launching a Service Catalog

August 21, 2019

If you find yourself dealing with an influx of requests, a lack of organization, or employees not knowing when to expect services to be completed – it may be time to think about a service catalog. Creating a catalog of services for your internal …



ROI of ITSM

author:

ITSM

Showcasing ITSM ROI & the Powerful Impact of IT

June 4, 2019

The Subtle, Yet Powerful Impact of IT Sometimes it can be challenging to see the impact of IT and the service desk on an entire organization or business. But the impact of IT on business can be powerful. Well designed, executed, and managed ITSM …




smart service desk

author:

ITSM

What Makes a Smart Service Desk?

April 25, 2019

AI is paving the way for ITSM and the future of the service desk. Learn the 5 principals of what makes an IT service desk “smart” and what to start implementing.


future of ai in ITSM

author:

ITSM

The Future of AI-Enabled ITSM

April 18, 2019

Learn how AI-enabled ITSM can help improve customer service by automating everything from the initial conversation to the automatic dissemination of tickets.


ITIL 4 foundation

author:

ITSM

Everything You Need to Know About ITIL 4 Foundation

April 2, 2019

Introducing the ITIL 4 Foundation This year brings us a new version of ITIL, the world’s leading best practice guidelines for IT service management (ITSM). The ITIL 4 release will come in sections, each rolled out one at a time and building on the …