The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.
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In this article Paul Wilkinson questions whether, that while organizations might aim to be DevOps-propelled technology unicorns, there aren’t just unicorns and horses – the reality is that there are many types of horses. And some of them aren’t that great a ride. What on earth is he talking about? Read on.
While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.
In the latest in our series of wellbeing articles, Phil Green provides insight into the impact of mental health issues and offers advice on what’s needed to help those suffering to improve their lives – with the aim of getting you to think differently about mental health and how best to help others if they’re suffering.
In the second of our wellbeing articles, Ian Stock offers advice based on his personal experiences of wellbeing and mental health; including understanding “anhedonia” – a word that doesn’t seem to be widely known (unlike hedonism). Read more here.
Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
There’s a big focus on mental wellbeing in IT right now, but we still seem to be struggling to break away from “the stigma” related to the “darker” side of mental health. To hopefully help others to speak out, Stephen Mann has written about his personal experiences with work-related stresses.
Does the information security world owe a huge debt to the wisdom of Star Wars? And is there a way to improve your organization’s security approach and posture using the wisdom of Jedi? Security authority Daniel Card explores.
This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?
In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.