People Archives

5 Benefits to IT Departments from Cross-Functional Collaboration

Posted by Ruben Franzen
on September 1, 2020

This article looks at five key benefits from effective cross-functional team collaboration that every business can reap, from everybody learning more to challenging old ideas.

How to Measure Employee Experience

Posted by Roy Atkinson
on August 25, 2020

This article by Roy Atkinson looks at the people, process, and technology perspectives of how to successfully measure employee experience. Plus advice on how best to obtain survey responses.

Employee Experience Explained for IT Service Desks

Posted by Roy Atkinson
on July 28, 2020

At its heart, employee experience is subjective. It’s based on employee sentiment – positive and negative – about the organization, the workplace, the workforce, and the work itself. This article explains why it’s so important for IT service desks.

How Has the COVID-19 Crisis Affected Your Wellbeing?

Posted by Stephen Mann
on July 16, 2020

Working from home can be great but it isn’t always easy. So, has the COVID-19 crisis affected your wellbeing? Please help us find out where the industry is right now by taking 1-2 minutes to answer our latest Wellbeing in IT survey.

Working from Home – the Impact on Mental Wellbeing

Posted by Sophie Danby
on July 15, 2020

This article looks at how work-life has changed for the now homeworking employees and how this has potentially impacted their mental wellbeing – featuring a real end-user example of Claire – a Project Manager.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.

Advice for Common Remote Communication and Collaboration Issues

Posted by Paul Wilkinson
on June 19, 2020

Without effective remote communication and collaboration skills and enabling toolsets, our businesses face risks and our employees will experience some or all of stress, frustration, fear, uncertainty, and doubt. Here, Paul Wilkinson explores the issues and the solutions in more detail.

An End-User’s View of IT Support When Working from Home

Posted by Sophie Danby
on May 13, 2020

This article takes a look at some of the technology-based aspects of working from home from the end-user perspective. With the basis of the article formed around the home-working experiences of Claire, a project manager, who like many suddenly became a “forced” homeworker.

Bytes for Heroes – How IT Professionals Can Help Healthcare Professionals

Posted by Steve Chambers
on May 6, 2020

This article looks at a UK-based initiative called Bytes for Heroes – providing thousands of meals to staff in NHS hospitals in cities across the UK – and how IT professionals can help with either funds, time, expertise, recruitment, networking, or anything else!

6 Ways Collaboration Creates Customer-Centric Service

Posted by Oliver Smith
on April 30, 2020

Most IT departments understand the benefits of working collaboratively. However, the idea of ripping up everything they know and considering other departments’ processes is a tough sell. To help, here are six techniques you can use to collaborate better with the other departments in your organization.

End-User Experience for IT is Now More Important Than Ever

Posted by Sami Kallio
on April 28, 2020

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?

The Impact of COVID-19 on IT Staffing and Skills

Posted by Matthew Burrows
on April 16, 2020

The COVID-19 pandemic is forcing a significant change to our patterns, both at work and from a personal perspective. Some people are finding themselves out of work, furloughed temporarily, or with an uncertain future due to the economic impact. Here Matthew Burrows explores its impact on on IT staffing in particular.

Are Your People, Processes, and Technology Ready for the “New Normal”?

Posted by Liliana Gary
on April 8, 2020

In a post COVID-19 world many are predicting that increased numbers of employees working remotely will be the new standard. Others are wondering whether we’ll see another COVID-19 style crisis in the near future. Both points offer up an important question: Are your ITSM capabilities – the people, processes, and technology – prepared for the “new norm”?

How Many of These Homeworking Mistakes Are You Making?

Posted by Stephen Mann
on March 24, 2020

This article calls out a number of the potential homeworking mistakes to avoid in the hope that it prevents others from making them too – from losing the divide between work and home life to working in total silence. How many of these are you potentially guilty of?

Which IT Support and ITSM Roles Does Your Organization Have and Need?

Posted by Roy Atkinson
on February 4, 2020

Are you a little confused by vast array of common IT support and ITSM roles? If you want to better understand your support center managers to your ITSM process owners, this article by industry authority Roy Atkinson is for you.

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