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.


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.