People Articles

The Top 10 People Issues of ITSM

The Top 10 People Issues of ITSM (and the ABC of IT)

Best practice adoption failure is often blamed on tools and processes, but in reality these failures are actually caused by people issues. It’s not just limited to best practice though, here Paul Wilkinson looks at the top ten people-related barriers to ITSM success.
Handling Customer Complaints

5 Simple “Don’ts” for Handling Customer Complaints

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.
How Important is ITIL, and Other Certifications

How Important is ITIL, and Other Certifications, to IT Service Desk Staff?

How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.
IT Stakeholder Management and Communications

5 Steps for Better IT Stakeholder Management and Communications

There’s one major area of IT that unlike the rest isn’t clearly defined — the people. And it’s why effective stakeholder management is so vital to your IT success. Here we dig into what stakeholder management is and provide a simple, five-step framework to help manage your stakeholders more effectively.
Culture ethics behaviour

Culture, Ethics, and Behavior – Why Are We Still Struggling?

Here Paul Wilkinson discusses a key enabler of COBIT – “Culture, Ethics and Behavior” – which can help address people-related issues, and queries why it isn’t seen as sufficiently critical to warrant its further development.
Customer and Employee Experience

What ITSM Pros Need to Know About Customer and Employee Experience

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.
People an ITSM Hot Topics

ITSM Hot Topics: And in Last Place… People

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
ITSM is All About the People

It’s All About the People

How do we focus on the people side of change in this brave new world of constant and complex change? Karen Ferris shares her views.
SFIA

It’s “Tough at the Top” for New CIOs – So Try SFIA

How can the Skills Framework for the Information Age help you as CIO to understand what knowledge, skills, and experience you have in your team?
Consumerization and IT Support Models

How Consumerization Is Changing IT Support Models

Consumerization is driving the replication of B2C support capabilities & technologies in IT departments, making it far more than just “a good thing to do.”
Customer Service vs. Experience

Sometimes I Just Want Service, You Can Keep Your Experience

Here Matt Hooper asks: “Does great customer service translate into a great customer experience?” and “Does a great experience result in great service?”
Facilitating Organizational Change in IT

11 Tips for Facilitating Organizational Change in IT

Eliciting organizational change can be difficult. Here a number of people give their advice on facilitating change and how to get get management buy-in.