Employee Experience Articles

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.

MSP SLAs Vs. CX

Posted by Rahavendran RS
on December 8, 2022

This article explain how to implement CX in MSP engagements, especially in infrastructure and business process services. The guidance is also applicable with tweaks to internal IT service providers.

Service Management World 2022: IT’s an Experience Thing

Posted by Sophie Danby
on December 5, 2022

Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.

ITSM Help in 2023 – What Do You Need?

Posted by Sophie Danby
on November 30, 2022

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.

Help Desks and Modernizing the Help Desk Experience

Posted by Catie Bull
on October 20, 2022

This article takes a look at some of the results of a recent PeopleReign survey, including how 53% of employees purposefully avoid the help desk, with another 8.5% using it grudgingly.

IT Strategy Needs to Focus More on Employee Productivity

Posted by Sami Kallio
on June 30, 2022

Does your IT organization understand how well it’s meeting productivity-related factors for employees? Read this article to discover four tips for driving productivity improving decisions with employee data.

The What, Why, and How of Employee Experience Management

Posted by Sarah Lahav
on June 23, 2022

Here Sarah Lahav, CEO, SysAid has written about using experience data to first understand where your organization currently is, and second to drive the required improvements. Get the help you need related to employee experience and read it now.

What Employee Experience Really Means for IT Support

Posted by Sami Kallio
on March 30, 2022

If you work in, manage, or are responsible for the performance of an IT support team – whether in-house or outsourced – and are looking to understand better how the increasing profile of, and demands related to, employee experience affects it, then this blog is for you.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

Onboarding Your People: First Impressions Count

Posted by Marian den Ouden
on March 2, 2022

This article shows the interesting (and rather alarming) results of a survey of 1000 employees, from organizations that employ 250 to 5000 people, about their most recent onboarding experience. Read the results here.

What 2022 Needs to Know About Employee Experience Data

Posted by Sami Kallio
on February 24, 2022

This article shares five key insights from The Global IT Experience Benchmark Report™ H2/2021, including how self-service portals are no longer the least liked IT touchpoint and how badly service desk ticket bounces are affecting your users.

ITSM in 2022: Trends to Watch Now

Posted by Ruben Franzen
on February 3, 2022

In 2022 ITSM professionals need to take more time to think through their long-term strategy and lay the groundwork for future improvements. Here TOPdesk details what to expect.

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

Posted by Stephen Mann
on January 19, 2022

The ability to measure employee experience isn’t yet something that’s natively included within ITSM tools. To help, this Solution Snapshot explains what can be achieved by a small sample of digital experience management or DEX solutions.

What ITSM Help Do You Need in 2022?

Posted by Sophie Danby
on January 12, 2022

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.

How to Engender an Experience Management Culture in Your IT Organization

Posted by Sami Kallio
on December 30, 2021

This article by Sami Kallio explains why a culture change is needed to be successful with employee experience improvement and how to bring it about across the whole of IT.

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