People Articles

Well-being in ITSM Survey: How is Your Well-being in 2024?

As we’re now in 2024 and the interest in ITSM well-being is again on the rise, we’re rerunning our Well-being in ITSM Survey. We’d have done this anyway in 2024, but the time feels right to run it ASAP.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
“Always ensure that what you do encourages the well-being of your organization, customers, and yourself.” Here Daniel Breston recounts some of his well-being experiences throughout his long IT career and offers helpful tips to others.
This article takes an ex-CIO view of the ITSM.tools “Well-being in IT” survey results. Where the survey results are considered based on Daniel Breston’s leadership-grey-hair experience.
Five key ITSM challenges cause us to fail with each new best practice framework adoption – failing frequently as it were, and consistently – each time in respect of these key areas. This article explains where the issues are.
We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
What has changed with the causes of well-being in IT service management in the last two years? This article by Stephen Mann explores.
Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
This article takes a look at some of the results of a recent PeopleReign survey, including how 53% of employees purposefully avoid the help desk, with another 8.5% using it grudgingly.
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.
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.”
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!