4 Predictions That Will Impact Your ITSM Strategy

Predictions for ITSM Strategy

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.

IT Leaders: It’s Time to Talk About Mental Health

It’s Time to Talk About Mental Health

As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.

Why Continual Improvement Needs Experience Data

Continual Improvement and Experience Data

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.

What Kind of IT Organization Do You Work in?

What Kind of IT Organization?

How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?

Collaboration in IT: a Crowdsourced Perspective

Collaboration in ITSM

Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

Support Remote Workers and Mobile Teams

The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?

Three Key Elements for Successful Collaboration

Successful Collaboration

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.

Collaboration. Bingo!

Collaboration

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?

How to Measure Employee Experience

Measure Employee Experience

Organizations are increasingly aware of the importance of employee experience to business operations and outcomes. In particular, that the quality of IT service delivery and support plays an important role – especially in facilitating employee productivity. But how do you measure and improve the employee experience?