People Articles

ITSM in 2022

ITSM in 2022: Trends to Watch Now

In 2022 ITSM professionals need to take more time to think through their long-term strategy and lay the groundwork for future improvements. Here TOPdesk details what to expect.
DEX Solutions in the ServiceNow Partner Ecosystem

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

The ability to measure employee experience isn’t yet something that’s natively included within ITSM tools. To help, this Solution Snapshot explains what can be achieved by a small sample of digital experience management or DEX solutions.
ITSM Help

What ITSM Help Do You Need in 2022?

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.
Experience Management Culture

How to Engender an Experience Management Culture in Your IT Organization

This article by Sami Kallio explains why a culture change is needed to be successful with employee experience improvement and how to bring it about across the whole of IT.
ITSM Practitioners

How Can ITSM Practitioners Improve Themselves in 2022?

We asked 35 industry authorities for their thoughts on how practitioners should be improving themselves next year. From widening their knowledge, skills, and experience to listening more, here’s what they had to say.
Digital Transformation Experience

Digital Transformation and the Need for a Better Service Experience

Digital transformation efforts must be built around people and their expectations, not the technological capabilities that are now available. Here Sami Kallio discusses why introducing the right mechanisms and metrics, employing data-driven decision making, and driving the needed cultural change, is so important.
IT Service Desk Analyst Motivation

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.
How Do You Value Your Time?

How Do You Value Your Time (and the Time of Others)?

Time is our most precious currency. It has a monetary value. But if time is our most precious currency, then why are we not treating it that way, and using the language of value when we talk about the way we spend it?
It’s Time to Talk About Mental Health

IT Leaders: It’s Time to Talk About Mental Health

As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.
Continual Improvement and Experience Data

Why Continual Improvement Needs Experience Data

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
Successful Collaboration

Three Key Elements for Successful Collaboration

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.
Collaboration

Collaboration. Bingo!

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?
Measure Employee Experience

How to Measure Employee Experience

Organizations are increasingly aware of the importance of employee experience to business operations and outcomes. In particular, that the quality of IT service delivery and support plays an important role – especially in facilitating employee productivity. But how do you measure and improve the employee experience?
5 Steps to Drive Collaboration

Service Desk Improvement – 5 Steps to Drive Collaboration

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective collaboration.

So, How’s Remote Working Doing in Your Organization?

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?

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