![]() In the wake of the digital age, ITIL professionals have become the backbone of organisations and are some of the most valuable employees to ensuring business objectives are met. ![]() Without a strong strategy in place to ensure workers don’t experience technical difficulties, businesses risk having their workforce disrupted. Just look at today’s modern workplace: nearly every employee uses some form of tech to complete their day-to-day assignments. Thousands of businesses rely on ITIL best practices and couldn’t operate on a functional level without it. Not only does this help align IT to broader business goals, but it can also improve employee satisfaction across the organisation. Leveraging ITIL, organisations can minimise their IT expenses, improve IT service delivery and better adhere to IT standards and regulation. The ITIL framework includes policies for incident, problem and change management that can be tailored to unique business needs. These processes are what keep companies operating efficiently and employees working productively when technical issues arise. This could encompass a wide range of services, from tracking and monitoring IT assets all the way to routing ticket requests through the employee IT help desk. ITSM is the strategy an organisation uses to manage its services throughout the entire business. Life-changing career opportunities for you Businesses realise that in order to implement new solutions, they need the talent equipped to lead and manage those projects – enter the IT pros. IT professionals are at the heart of this digital revolution and the ones who are driving change within organisations. We’re seeing this in retail, healthcare, financial services, government, higher education – the list goes on and on. Nearly every business is thinking about digital transformation and identifying the internal and customer-facing processes that could benefit from new technologies and applications. ![]() While it’s catchy, it’s not an exaggeration. ‘Every company is a tech company’ is a common phrase going around right now. Why, in your opinion, are IT skills important? It also highlighted the importance of the security accreditations and certifications we attain. This pushed me to dive into our solution’s architecture, broaden my knowledge of cloud-based services and truly hone in on best practices that support those technologies. To get here, I recognised that beyond my intimate knowledge of the customer journey, I also needed to heighten not just my technical understanding, but also my industry knowledge to be a trusted resource and advocate. Today I serve as a SolarWinds senior solutions engineer and lean on my ITIL certifications to provide ITSM best practices to my team and user community. It gave me the best of both worlds, communicating with prospective and existing customers while helping them alleviate pains, work smarter and streamline operations with the aid of our platform. Having garnered an understanding of the solutions we provided and how it served our customers, I was drawn to the sales engineering side of things. From there, I moved to IT service management solutions provider Samanage (now SolarWinds), where I continued my work on the customer success team. I landed my first job out of college working with a research platform for bankers, accountants, investors and other business professionals, working as a customer success manager. I graduated from James Madison University with a bachelor’s degree in communications and human resource development, fully intending to pursue a career in public relations. Like many of today’s IT professionals, my entry to the tech field was unconventional. Here, she explains how she arrived at her current role and why she recommends upskilling in information technology infrastructure library (ITIL), a framework for IT service management (ITSM) for standardised best practices. Liz Beavers is a senior solutions engineer at US software company SolarWinds, despite having originally planned a career in public relations. Liz Beavers of SolarWinds discusses her journey to becoming a senior solutions engineer with ITIL training.
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