People Articles

This article shares the results of our 2022 Wellbeing 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 wellbeing issues, the results make for interesting reading.
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.
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!
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.
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.?”
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.
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 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.
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.
How can you combat the downsides of remote and hybrid work? Nancy Louisnord shares four tips for how an effective service management and knowledge management strategy can help.
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. 
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.
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.
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.
To help other ITSM professionals from making the same mistakes, wasting time and effort, and putting business value at risk, here Paul Wilkinson shares his advice from a 40+ year career in the industry.