People Archives - Page 3 of 6

Wellbeing in ITSM – How Big is the Issue?

Posted by Stephen Mann
on August 28, 2019

In the 2019 Future of ITSM survey, just over half of respondents felt that working in IT is adversely affecting their personal wellbeing. Coupled with the increasing number of people that we know and love in ITSM opening up about their experiences of wellbeing issues, ITSM.tools felt that the ITSM industry needs to at least find out how big the issue is.

6 Tips for Measuring Customer Satisfaction

Posted by Aale Roos
on July 2, 2019

This article serves as a quick guide to help you create reliable measures for assessing customer satisfaction, complete with 6 useful tips.

4 Tips for Leading ITSM Employees Through Change

Posted by Emma Lander
on June 18, 2019

Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.

How to Map the Service Desk User Journey for Better User Experiences

Posted by Nancy Louisnord
on May 16, 2019

Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.

Experience Matters: 9 CX and ITSM Nuggets from Refresh19

Posted by Stephen Mann
on May 1, 2019

In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.

IT Service Desk Improvement: 3 Tips for Better Customer Service

Posted by Keith Coppersmith
on April 23, 2019

This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.

How to Improve Your IT Support Team’s Wellbeing and Mental Health

Posted by Simon Johnson
on April 18, 2019

The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.

Mental Health Issues Often Need Actions Over Words

Posted by Phil Green
on February 19, 2019

In the latest in our series of wellbeing articles, Phil Green provides insight into the impact of mental health issues and offers advice on what’s needed to help those suffering to improve their lives – with the aim of getting you to think differently about mental health and how best to help others if they’re suffering.

Wellbeing Issues – When You’ve the Inability to Feel Pleasure

Posted by Ian Stock
on February 5, 2019

In the second of our wellbeing articles, Ian Stock offers advice based on his personal experiences of wellbeing and mental health; including understanding “anhedonia” – a word that doesn’t seem to be widely known (unlike hedonism). Read more here.

Improve Customers Experience with Customer Journeys

Posted by Nancy Louisnord
on January 8, 2019

Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.

Mental Health and Wellbeing in IT – a Personal Account

Posted by Stephen Mann
on November 29, 2018

There’s a big focus on mental wellbeing in IT right now, but we still seem to be struggling to break away from “the stigma” related to the “darker” side of mental health. To hopefully help others to speak out, Stephen Mann has written about his personal experiences with work-related stresses.

Does Your IT Organization Have the “Good Skills”?

Posted by Matthew Burrows
on November 13, 2018

This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?

5 Simple “Don’ts” for Handling Customer Complaints

Posted by Stephen Mann
on October 4, 2018

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.

5 Steps for Better IT Stakeholder Management and Communications

Posted by Stephen Watts
on August 2, 2018

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, and Behavior – Why Are We Still Struggling?

Posted by Paul Wilkinson
on July 5, 2018

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.

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