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

Uniting IT Operations and IT Service Management 101


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


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


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.



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ITSM

What Is Problem Management? Understanding the Basics


When thinking about problem management in your IT organization, it’s a good idea to first understand how ITIL differentiates problems and incidents within the service management framework. Problems are defined as the cause of one or more incidents, where incidents are simply disruptions in …