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Liz Beavers

Head Geek

Like many IT professionals, Liz’s entry into the tech industry was unconventional. With plans to pursue a career in public relations, Liz’s career quickly took a turn toward technology. She got her start working as a customer success manager with a research platform for the financial industry prior to joining Samanage, now SolarWinds Service Desk. Prior to becoming a SolarWinds Head Geek, Liz served as the technical point of contact for SolarWinds Service Desk customers. In this role, she combined the best of both worlds: her passion for communicating with prospective and existing customers while leaning on her multiple ITIL certifications to provide ITSM best practices to help alleviate pain points, work smarter, and streamline service desk operations. Liz is a formally trained public speaker and is actively involved in the service management community, participating in and hosting podcasts, webcasts, panel discussions, and speaking at large-scale industry events. She attended James Madison University where she earned a B.A. in Communication Studies. She's ITIL 4 certified and has never met a dog she didn't want to adopt.

Posts Featuring Liz Beavers

Why Reporting and Dashboards Are Critical to Your Service Desk

Aiming for continual improvement of the services provided to employees is an obvious goal for IT leaders, but it can be unnecessarily difficult to make adjustments without good reporting. The…

Uses of Artificial Intelligence and How they Relate to IT Help Desks

Applications of Artificial Intelligence Are Everywhere You may not realize it unless you are deeply involved in the creation and application of artificial intelligence, but AI is everywhere around you,…

What Makes a Smart Service Desk?

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…

The Future of AI-Enabled ITSM

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

The Changing ITSM Landscape: Focusing on Employee Satisfaction

Learn why your IT strategy should shift focus and include customer experience and employee service management techniques.

What is ESM? Hint: It’s Not What You’ve Been Told

In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”

Five Smart Service Desk Features to Implement

A smart IT service desk will leverage the power of automations and artificial intelligence to create shortcuts for your organization.

What’s the Average IT Service Desk to Employee Ratio?

It's common to hear that the IT service desk staff has become so swamped with work that they feel like full-time IT "firefighters," working long hours and straining to keep…

How Artificial Intelligence Can Lower Service Desk Resolution Times

Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.