People Articles

Don't Ignore Mental Health Any Longer

Mental Health Decline: Why IT Leaders Can No Longer Ignore It

It’s time we as leaders observe the obvious: because we (yes, I was once one) are the cause of the mental health crisis in IT. This article looks at the Big 5: anxiety, stress, depression, burnout, and their leader Stigma.
Great Service Desk

How to Become a Great Service Desk Team

Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.
The Anxiety Antidote

Anxiety Disorders: Overcoming “the Big 4” via AI

As an IT leader, you’ve likely seen it: the developer who works late every night, endlessly polishing code that’s already shipped. How about the SRE who deflects praise and defers opportunities, convinced they’re not qualified? Lastly, consider the IT service desk analyst who communicates abruptly with customers or internal end-users. These are the faces of anxiety in IT.
ChatGPT Knows What’s Wrong with ITSM

Even ChatGPT Knows What’s Wrong with ITSM!

Paul Wilkinson asked ChatGPT: “Write 1000 words in a humorous way, in the style of Paul Wilkinson, explaining why organizations continually (20 years in a row) fail with the five key areas as described in ‘The Shiny New Thing that Really Helps’ and how this relates to the ABC of ICT.” This article shares ChatGPT’s response.
ITSM Well-being Data

IT Service Management Well-being Data – A Deeper Dive

Following the publication of the 2024 ITSM.tools Well-being in ITSM Survey results, this article explores the correlations between the survey’s questions based on the captured ITSM well-being data.
Mental Health in IT

The Silent Crisis: Mental Health in IT

Here’s the uncomfortable truth – many IT managers still struggle to recognize the signs of declining mental health in their teams. Check out this article to see how you can recognize the big 4 mental health issues.
ITSM Well-being

ITSM Well-being in 2024

This article shares the results of our latest well-being in IT survey, including how 82% of respondents think working in IT will get harder over the next three years. Read the full results here.
Organizational Change Management Explained

Organizational Change Management – An Overview

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.
Well-being in ITSM Survey

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.
ITSM Help for 2024

What ITSM Help Will You Need in 2024?

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.
IT Support Practices

IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It

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.
Employee Well-being and ITSM

Employee Well-being Permeates Everything We Do in Technology

“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.
"Well-being in it"

Confessions of a CIO – Well-being in IT

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.
ITSM Challenges

ITSM Challenges: The Shiny New Thing that Really Helps Survey

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.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

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.

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