Employee Experience Articles

Employee Experience and IT Support 

What Employee Experience Really Means for IT Support 

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. 
Hottest ITSM Trends for 2022

The 5 Hottest ITSM Trends (and Topics) for 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

Onboarding Your People: First Impressions Count

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.
2022 and Employee Experience Data

What 2022 Needs to Know About Employee Experience Data

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

ITSM in 2022: Trends to Watch Now

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.
DEX Solutions in the ServiceNow Partner Ecosystem

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

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.
ITSM Help

What ITSM Help Do You Need in 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.
Experience Management Culture

How to Engender an Experience Management Culture in Your IT Organization

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.
Digital Transformation Experience

Digital Transformation and the Need for a Better Service Experience

Digital transformation efforts must be built around people and their expectations, not the technological capabilities that are now available. Here Sami Kallio discusses why introducing the right mechanisms and metrics, employing data-driven decision making, and driving the needed cultural change, is so important.
IT Service Desk Analyst Motivation

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.
The State of Service Management

The State of Service Management 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
Predictions for ITSM Strategy

4 Predictions That Will Impact Your 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.
Continual Improvement and Experience Data

Why Continual Improvement Needs 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.
Measure Employee Experience

How to 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?
Digital Transformation

Digital Transformation: A Look at The Future, Examining the Past

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.

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