This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
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.
In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.