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.

most useful ticket automation rules

author:

ITSM

7 Most Useful Ticket Automation Rules

November 21, 2018

Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should allow you to customize some automation rules to fit the structure of your organization.



itil 3 change management kpis

author:

ITSM

ITIL v3 Suggested Change Management KPIs

September 6, 2018

Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward your business objectives.





change management solarwinds

author:

ITSM

Change Management: “Are We Doing It Right?”

May 24, 2018

Definitions, titles, and flowcharts about change management can be overwhelming. Instead of starting there, I would like help you identify some signs that your process might need improvement, and the benefits of building a change management strategy within your service desk solution.