People Articles

ITSM Challenges

ITSM Challenges: The Shiny New Thing that Really Helps Survey

Five key ITSM challenges cause us to fail with each new best practice framework adoption – failing frequently as it were, and consistently – each time in respect of these key areas. This article explains where the issues are.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
Well-being in ITSM

What’s (Still) Causing ITSM’s Well-being Issues?

What has changed with the causes of well-being in IT service management in the last two years? This article by Stephen Mann explores.
Service Management World 2022

Service Management World 2022: IT’s an Experience Thing

Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
ITSM Help 2023

ITSM Help in 2023 – What Do You Need?

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
Help Desk Survey Results

Help Desks and Modernizing the Help Desk Experience

This article takes a look at some of the results of a recent PeopleReign survey, including how 53% of employees purposefully avoid the help desk, with another 8.5% using it grudgingly.
Well-being in ITSM in 2022

The State of Well-being in ITSM in 2022

This article shares the results of our 2022 Well-being in ITSM survey, comparing results where possible to our 2020 responses. From the impact of hybrid working to whether or not managers are equipped to deal with employee well-being issues, the results make for interesting reading.
The Little Best Measure of Service Desk Health

Work Culture Improvement and the Little Best Measure of Service Desk Health

This article looks at the importance of end-user escalation management and why the practice should be integrated into tool-based incident and request management processes. It’s “the Little Best Measure of Service Desk Health.”
Important ITSM Statistics

9 Important ITSM Statistics and Insights

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.
Value Stream Mapping Anxiety

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

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!
Well-being in ITSM

How is Your Well-being in ITSM?

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.
Mental Health Issues

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

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.?”
Employee Productivity

IT Strategy Needs to Focus More on Employee Productivity

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.
Employee Experience for IT

The What, Why, and How of Employee Experience Management 

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.
The Best Thing for Digital Transformation

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

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.