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Episode #87 – Putting ITIL 4 Into Practice With SolarWinds Service Desk

Level 8

May 13, 2020

ITIL 4 certifications demonstrate a thorough understanding of how to deliver value to the modern organization through services. Matching that understanding with the capabilities of your ITSM solution is a powerful combination.

Join ITIL 4 Managing Professional Sean Sebring and ITSM Senior Sales Engineer Liz Beavers for a crash course on applying the seven guiding principles of ITIL 4 and how they tie into using the SolarWinds Service Desk platform. Whether you’re a certified ITIL pro or a new help desk technician hoping to work more efficiently, learn five ways to deliver better service to your organization.

We’ll cover:

  • How to restore service quickly through incident management
  • Diagnosing causes of related incidents through problem management
  • Tips for change request intake and reviewing change records
  • Building relationships between record types for more complete data
  • Applying the seven guiding principles of ITIL 4 in daily tasks

Additional Resources


1 Comment
Level 20

Been using ITIL since around 1999 I think it was... that was when Remedy was a company of less than 20 people!  At the time working for GE and got my green belt six sigma.  It those days they used to give you a real green or black belt.  Remedy was one of the first helpdesk tools that fully was built around ITIL.  This was around the same time the US started to embrace the international ITIL standard that was born abroad.  At the time there were still competing frameworks out there.


About the Author
Liz Beavers, ITIL® 4, is a seasoned IT service management professional who serves as the technical point of contact for SolarWinds Service Desk customers, previously working with marketing and financial technology groups. Her ITSM and ITIL focus supports customers of differing sizes and verticals throughout their implementation, ongoing support, and education once they join as SolarWinds Service Desk partners. She thrives in speaking with prospective and existing customers on how SolarWinds Service Desk can improve their service management strategy, not just within IT but across their organization.