Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?

Door knocking 03

While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.

4 Tips for Improving the User Experience

User experience

This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

Robots at a computer

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.

Mental Health Issues Often Need Actions Over Words

Scarlett the beagle

In the latest in our series of wellbeing articles, Phil Green provides insight into the impact of mental health issues and offers advice on what’s needed to help those suffering to improve their lives – with the aim of getting you to think differently about mental health and how best to help others if they’re suffering.

The Toxic Employee and ITSM

Toxic employees

In this article, Daniel Card focuses not just on the minor problems we might have with colleagues, but on the behavior that has wider-reaching implications – such as affecting team morale and the wellbeing of individuals – as he explains the traits of a toxic employee.

5 Steps to Improve Your IT Service Desk FCR

Customer rating system

Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.