Employee Experience Articles

IT Service Desk Trends for 2021

Posted by Liliana Gary
on December 8, 2020

It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.

Which ITSM Topics Will Interest You Most in 2021?

Posted by Sophie Danby
on November 30, 2020

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.

2021 ITSM Trends

Posted by Sophie Danby
on October 29, 2020

How will ITSM, or service management per se, need to change in 2021? Or perhaps how it will be forced to change to reflect the radically different world that we now live and work in?

How to Create Better SLAs and ITSM Outcomes

Posted by Ariel Gesto
on September 23, 2020

If you’re currently unhappy with your service level agreements (SLAs) and how they help or hinder your IT service delivery and support, or if you don’t have effective ones, then check out this article offering up six tips for better SLAs.

The Importance of Being Earnest (at Work): Why Employee Experience Matters

Posted by Akshay Anand
on September 3, 2020

Creating the ‘joy of work’ and the ‘joy of working’ are two necessary conditions to creating a positive employee experience, says Akshay Anand. Here he dives deeper into why, as well as how using ITIL 4 guidance can help you to create an environment that is not only a pleasure to work in, but also one that offers rewarding and motivating work opportunities.

Measuring Employee Experience

Posted by Roy Atkinson
on August 25, 2020

This article by Roy Atkinson looks at the people, process, and technology perspectives of how to successfully measure employee experience. Plus advice on how best to obtain survey responses.

Employee Experience Explained for IT Service Desks

Posted by Roy Atkinson
on July 28, 2020

At its heart, employee experience is subjective. It’s based on employee sentiment – positive and negative – about the organization, the workplace, the workforce, and the work itself. This article explains why it’s so important for IT service desks.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.

End-User Experience for IT is Now More Important Than Ever

Posted by Sami Kallio
on April 28, 2020

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?

How COVID-19 Will Change ITSM – a Crowdsourced Perspective

Posted by Sophie Danby
on April 23, 2020

In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Which ITSM Topics Will Interest You Most in 2020?

Posted by Sophie Danby
on November 28, 2019

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

How Intelligent Chatbots Enable Better Enterprise Service Experiences

Posted by Wai Wong
on November 14, 2019

This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.

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