Employee Experience Articles

How to Become a Great Service Desk Team

Posted by Emily Wright
on July 31, 2024

Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.

Experience Management in 2024: The Devil is in the… Data

Posted by Sakari Kyrö
on May 14, 2024

The latest experience management snapshot for IT service management (ITSM) provides many interesting and important insights into how well internal and external IT service delivery and support organizations serve their customers’ end-users and where changes need to be made.

IT Service Management (ITSM) Learnings From SITS 2024

Posted by Vawns Murphy
on April 30, 2024

After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings

4 Top ITSM Trends for 2024

Posted by George Andrikopoulos
on March 28, 2024

What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.

ITSM Trends for 2024 – What Our Latest Industry Poll Says

Posted by Sophie Danby
on January 30, 2024

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.

What Are XLAs and How To Use Them in IT Service Management

Posted by Hannah Price
on January 19, 2024

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.

What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

Posted by Stephen Mann
on January 10, 2024

If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.

What ITSM Help Will You Need in 2024?

Posted by Sophie Danby
on November 23, 2023

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.

DEX: How IT and Business Technologists Create a Seamless Employee Experience

Posted by Nancy Louisnord
on September 27, 2023

This article explains why IT and business technologists need to unite, like a Le Mans team, to deliver an exceptional Digital Employee Experience (DEX).

ITXM Learnings: 17 IT Experience Management Learnings

Posted by Neil Keating
on April 27, 2023

Many of us love lists of practical insights and help. There’s no reason why this isn’t the case for IT experience management (ITXM). Here are 17 experience management learnings Neil Keating has had working with Bright Horse customers.

Linking Experience Management with Existing ITSM Capabilities

Posted by Phyllis Drucker
on March 7, 2023

The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.

The Importance of IT Support to Perceptions of IT’s Value

Posted by Sakari Kyrö
on February 23, 2023

Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.

Why Do Companies Need to Change ITSM Tool?

Posted by Stephen Mann
on February 20, 2023

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.

ITSM in 2023 and What We Should Learn from Our Past

Posted by Stephen Mann
on January 19, 2023

In this 2023-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2023, we should be more realistic about what we will, or can, achieve.

ITSM in 2023 – the Real Value of Understanding Value Comes from Action

Posted by Stephen Mann
on January 10, 2023

We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.

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