People Archives

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.

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.

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