People Articles

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 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 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!
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.
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 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.