This article calls out a number of the potential homeworking mistakes to avoid in the hope that it prevents others from making them too – from losing the divide between work and home life to working in total silence. How many of these are you potentially guilty of?
In the 2019 Future of ITSM survey, just over half of respondents felt that working in IT is adversely affecting their personal wellbeing. Coupled with the increasing number of people that we know and love in ITSM opening up about their experiences of wellbeing issues, ITSM.tools felt that the ITSM industry needs to at least find out how big the issue is.
We all know the value of knowledge management in helping IT support, but it’s important not to forget two additional use cases for ITSM knowledge and how it can make a big difference to the level of success for both IT self-service and the introduction of AI-enabled IT support capabilities. Here we explain more.
Benchmarks can be powerful tools in understanding how well your IT service desk is performing and for the identification of improvement opportunities. With that in mind, this article aims to help you to better understand some of the cons, that sit alongside the pros, of using IT service desk benchmarks.
If you’ve changed your ITSM tool in the last two years, or are planning to, please can you spare us 30 seconds to let us know why? We last ran this poll in 2017, and will be using the latest results to report on whether or not the key drivers for switching tool have or haven’t changed over the years.