People Articles

9 Important ITSM Statistics

Posted by Stephen Mann
on September 7, 2022

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.

For a Friend – I Caused Stress and Anxiety via Value Stream Mapping

Posted by Daniel Breston
on August 31, 2022

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!

How is Your Well-being in ITSM?

Posted by Stephen Mann
on July 21, 2022

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.

Let’s Talk About Mental Health Issues in IT “For a Friend”

Posted by Daniel Breston
on July 14, 2022

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.?”

IT Strategy Needs to Focus More on Employee Productivity

Posted by Sami Kallio
on June 30, 2022

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.

The What, Why, And How of Employee Experience for IT

Posted by Sarah Lahav
on June 23, 2022

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.

This Decade is Proving to Be the Best Thing for Digital Transformation

Posted by Luis Soares
on June 15, 2022

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 Redundancy and Our New Ways of Working

Posted by Daniel Breston
on June 9, 2022

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.

The State of ITSM Two Years into the Pandemic

Posted by Stephen Mann
on May 25, 2022

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.

4 Tips to Cure Zoom Fatigue with ITSM

Posted by Nancy Louisnord
on April 7, 2022

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.

What Employee Experience Really Means for IT Support

Posted by Sami Kallio
on March 30, 2022

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.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

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.

Onboarding Your People: First Impressions Count

Posted by Marian den Ouden
on March 2, 2022

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.

What 2022 Needs to Know About Employee Experience Data

Posted by Sami Kallio
on February 24, 2022

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.

(Nearly) Everything You Need to Know About Being an ITSM Pro

Posted by Paul Wilkinson
on February 17, 2022

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.

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