ITSM Articles

Well-being in ITSM in 2022

The State of Well-being in ITSM in 2022

This article shares the results of our 2022 Well-being in ITSM survey, comparing results where possible to our 2020 responses. From the impact of hybrid working to whether or not managers are equipped to deal with employee well-being issues, the results make for interesting reading.
IT Self-Service Portal Problems

The Problem with the IT Self-Service Portal

This article offers up three places to start when beginning a portal implementation or to review a current portal, looking at your vision and scope, governance, and support experience.
The Little Best Measure of Service Desk Health

Work Culture Improvement and the Little Best Measure of Service Desk Health

This article looks at the importance of end-user escalation management and why the practice should be integrated into tool-based incident and request management processes. It’s “the Little Best Measure of Service Desk Health.”
Important ITSM Statistics

9 Important ITSM Statistics

This ITSM statistics article shares a number of key data points that will help ITSM pros to make decisions about their future IT service delivery and support capabilities.
Value Stream Mapping Anxiety

For a Friend – I Caused Stress and Anxiety via Value Stream Mapping

I reflected on my use and journey of value stream mapping and realized that: I’ve created anxiety and stress with my enthusiasm for VSM!
ITSM and Security

ITSM and Security – How and Why it is Critical to Improve Collaboration

With just how sophisticated – and often successful – ransomware attackers are becoming, it’s never been more important to get your IT management processes running as efficiently as possible. And that means ITSM and security teams working together. This article explores.
Well-being in ITSM

How is Your Well-being in ITSM?

The topic of employee wellbeing in ITSM feels like it’s fallen off the radar? Please help us to help others – including yourself – by spending a couple of minutes completing our anonymous, seven-question (multiple choice) survey, to help us understand the current state of wellbeing in ITSM.
Mental Health Issues

Let’s Talk About Mental Health Issues in IT “For a Friend”

For a friend, how would you help them as they feel… stressed, depressed, uncertain, they’re drinking more, they can’t feed their family, angry more often, etc.?”
Why AI and Automation Powered ESM and ITSM is Now a Must

Why AI and Automation Powered ESM and ITSM is Now a Must

ITSM and ESM tool vendors have developed intelligent solutions that integrate AI into their solutions. These ITSM tools include AI modules or integrate AI to address a variety of business concerns, including worker shortages, as well as improving the end-user experience.
Employee Productivity

IT Strategy Needs to Focus More on Employee Productivity

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.
Employee Experience for IT

The What, Why, And How of Employee Experience for IT 

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.
The Best Thing for Digital Transformation

This Decade is Proving to Be the Best Thing for Digital Transformation

It was the worst year of a generation, but let’s put a positive spin on things – 2020 was the best year for digital transformation. This article explains why.
The Great Redundancy

The Great Redundancy and Our New Ways of Working

The Great Resignation, Great Redundancy, and Great Retirement movements escalated when COVID hit the global economy. COVID forced people to work from home and, once at home, it was a case of “Hey! I can do this or that. In fact, THAT can become a new way of doing what I like to do.” In this article, Daniel Breston looks at how our approach to working has changed forever.
State of ITSM

The State of ITSM Two Years into the Pandemic

This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.
In-person ITSM Events

SITS 2022: Why I’m Excited for the Return of In-person ITSM Events

The COVID-19 pandemic has taken a toll on our community. It was rough, and now that the world is returning to normal, here are some things to look forward to at in-person ITSM events such as SITS 2022.

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