People Archives

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.

Customers: It’s Time to Think About Mental Health

Posted by Sophie Danby
on January 15, 2020

Recently in our industry, there’s been a lot of talk (and some action) about mental health. With this in mind, this article looks at what, as a customer, you should be thinking about in order to protect the mental health of your service providers to ensure that you get the most from the relationship.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

An Overview of Organizational Change Management

Posted by Stephen Mann
on October 31, 2019

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.

Don’t Let an ABC Earthquake Destroy Your Organization’s Digital Transformation

Posted by Paul Wilkinson
on October 22, 2019

Here Paul Wilkinson discusses the ABC of ICT and how it’s still as relevant today as it was 15 years ago, if not MORE relevant. In particular, that digital transformation initiatives will fail if ABC factors are not addressed.

The State of Wellbeing in ITSM – it’s Not Great

Posted by Stephen Mann
on October 8, 2019

With a massive 86% of survey respondents thinking that working in IT is going to get harder in the next three years, here we take a look at the impact that working in ITSM has on employee mental health and wellbeing – showcasing our latest survey results.

How to Drive and Measure User Experience on the IT Service Desk

Posted by Ron van Haasteren
on September 19, 2019

Internally focused performance-based metrics are essential and remain relevant, but they don’t provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. Here we explain how, and the best way to go about it.

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.

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