Tim Lawes serves as Manager of Solutions Engineering, ITSM at SolarWinds. ITIL 4 certified, he brings 10+ years of training and consulting experience in the software industry, helping customers find creative solutions and implement ITSM best practices.

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ITSM

4 Ways to Improve Your Change Management Practices

July 9, 2020

Okay, good. You have a change management practice in place. You know how to define it, its benefits, how to get the process started, and how to measure its success. You also know it makes for greater success for business initiatives, it prepares the …


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ITSM

Change Templates: Your Roadmap for Necessary IT Changes

July 2, 2020

For some, change is something to look forward to. For others, it may be scary and anxiety-inducing. If the latter describes your organization, it may be time to rethink your change management practice. Changes are necessary in ITSM. Whether standard or an emergency, if …




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ITSM

How IT Pros Can Elevate to IT Champions for the Business

April 2, 2020

We all know digital transformation is not a matter of “if” but “when.” The way employees work is changing, technology is evolving, and the responsibilities of IT pros are growing. IT should be seen as a center of value, and with the right tools, …


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ITSM

Incident Management: Best Practices for ITSM Pros

February 27, 2020

“My laptop is acting up.” “The printer isn’t responding.” “I can’t connect to the internet.” These types of issues are at the heart of what every IT technician handles day in and day out, also known as incident management. Employees rely on this technology …


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ITSM

How ITIL Practices Can Simplify Hybrid IT

January 30, 2020

According to IBM, 98% of companies plan to use hybrid cloud computing by 2021. That means almost everyone will be managing some combination of on-premises and cloud-based infrastructure. The trend to adopt a hybrid IT infrastructure is steadily rising, and many IT pros know …


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ITSM

Uniting IT Operations and IT Service Management 101

December 12, 2019

Having both a positive employee experience and employee engagement are key factors for an organization’s success. In a recent SolarWinds survey, over 85% of IT pros said that IT is critical or very important in driving that experience. Service desk pros work directly with …


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ITSM

How Mobile Is Transforming IT Service Management

November 14, 2019

A project manager is working at a remote site, and suddenly, her laptop won’t hold a charge. An account executive is in a hotel conference room making final preparations for a presentation, but he’s locked out of PowerPoint. The CEO has a speaking engagement …


Employee engagement

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ITSM

IT’s New Responsibility: Employee Engagement

October 30, 2019

The importance of employee engagement with IT should be obvious. Everything they do depends on IT infrastructure and digital tools, so it’s crucial that they have an outlet to express their needs to the department that owns this technology.