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Tim Lawes

Manager of Solutions Engineering, ITSM at SolarWinds

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.

Posts Featuring Tim Lawes

The Key Benefits of ESM in the Education Sector

Discover how the education sector can leverage enterprise service management (ESM) to drive efficiency and increase access to services better than ever before.

ITIL Alternatives: What Are Other ITSM Frameworks?

In this post, we will examine the rise and domination of ITIL, looking into how prevalent it actually is, and why that may be so. We’ll also take a look…

Top IT Knowledge Management Mistakes and How to Avoid Them

Implementing an IT knowledge management strategy isn’t necessarily intuitive for every company and every IT department, but it is quickly becoming among the expectations of your current and potential customers.

Customer Experience Guide – How Managing your IT Help Desk Can Pay Dividends

Knowing how to talk to customers isn’t necessarily something that can be programmed into your team, or an innate underlying skill that they will default to in every situation.  

When Does an Incident Become a Problem?

Dealing with incidents is a common, if not everyday, function of just about every IT department. Incidents may be indicative of underlying problems (and they quite often are), but they…

How to Plan for Major Incidents in ITSM

A “major incident” can be a nightmare for any business – that much seems agreed upon. In practice, however, defining what a major incident is and how to respond to…

How to Create an ITSM / Service Management Roadmap

The most common question relating to implementation of ITIL-based IT service management initiatives tends to be: “Where do we start?"

Control IT Spending With Automatic Warranty Updates

The larger an organization, the more difficult it is to track and predict purchasing and maintenance costs for all of the devices employees use. That’s why lifecycle and warranty tracking…

The Ultimate Service Desk Metric

According to ITIL, service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” It’s important to remember that customers (in this…

Make Reporting a Part of Your IT Service Catalog

With an effective employee service management strategy, you can ensure that internal resources are aligned across departments. The service catalog lets you create a menu of services for employees to…