Tim Lawes

5 Tips for Better Help Desk Reporting and Monitoring

01/27/21 Performance reporting is an essential part of everything IT does, and the help desk is no different. But help desk reporting and metrics are particular to each organizatio…

7 Ways Cloud-Based ITSM Solutions Can Make IT Support a Breeze

11/12/20 Moving to the cloud is one of the most critical trends in digital transformation. Gartner even predicts that by 2022, 90% of companies will be using cloud services. As clo…

Lift the Haze of the Cloud With These 6 Considerations

10/15/20 Gartner says when COVID-19 hit the United States in March, 88% of businesses mandated or strongly encouraged employees to work from home. Sales, marketing, human resources…

7 Considerations for Campus IT During the ’20-’21 School Year

08/13/20 When COVID-19 hit in the spring and schools quickly transitioned to remote learning, we saw in real-time how important IT departments in education are. It was IT’s quick t…

4 Ways to Improve Your Change Management Practices

07/09/20 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 al…

Change Templates: Your Roadmap for Necessary IT Changes

07/02/20 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 yo…

How to Drive End Users to Adopt Self-Service in the Service Desk

05/14/20 Self-service can be an ideal solution in many cases. Just think about the number of times you’ve troubleshooted issues with your car, fixed the WiFi in your home, or repla…

Why Change Documentation is Critical to Your Post-COVID Success

05/07/20 Although it’s unclear when this pandemic will end, we know it will. For now, IT departments all over the world are doing their best to solve unique challenges, including (…

How IT Pros Can Elevate to IT Champions for the Business

04/02/20 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 …

Incident Management: Best Practices for ITSM Pros

02/27/20 “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…

How ITIL Practices Can Simplify Hybrid IT

01/30/20 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 …

Uniting IT Operations and IT Service Management 101

12/12/19 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 t…