Employee Experience Archives

SITS26 Recap: Key ITSM, AI, and Service Management Insights from London

Posted by Vawns Murphy
on May 22, 2026

SITS26 brought together ITSM leaders, practitioners, and vendors to explore the future of AI, automation, change management, digital employee experience, and service transformation. Here are some of the biggest lessons and practical takeaways from this year’s event in London.

2026 ITSM Trends: What the Community Actually Wants Help With

Posted by Sophie Danby
on February 24, 2026

Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

Posted by Sophie Danby
on December 24, 2025

What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.

How UEMS Solutions Reduce IT Help Desk Tickets and Improve Employee Experience

Posted by Reeni B
on October 23, 2025

Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve employee experience, and cut operational costs.

The Future of IT Is Human – What We Learned from 130+ Countries

Posted by Sakari Kyrö
on August 20, 2025

The HappySignals Global IT Experience Benchmark Report 2025, based on 2.28 million employee feedback responses from over 130 countries, is a comprehensive snapshot of how employees experience IT services and how organizations are using that data to create better, more people-centric support. This article explains more.

What Are XLAs (Experience Level Agreements)? A Practical Guide to Using Them in ITSM

Posted by Hannah Price
on January 19, 2025

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.

Top ITSM Trends to Watch in 2025

Posted by Sophie Danby
on January 15, 2025

This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.

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’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).

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