People Articles

What 2022 Needs to Know About Employee Experience Data

This article shares five key insights from The Global IT Experience Benchmark Report™ H2/2021, including how self-service portals are no longer the least liked IT touchpoint and how badly service desk ticket bounces are affecting your users.
To help other ITSM professionals from making the same mistakes, wasting time and effort, and putting business value at risk, here Paul Wilkinson shares his advice from a 40+ year career in the industry.
In 2022 ITSM professionals need to take more time to think through their long-term strategy and lay the groundwork for future improvements. Here TOPdesk details what to expect.
The ability to measure employee experience isn’t yet something that’s natively included within ITSM tools. To help, this Solution Snapshot explains what can be achieved by a small sample of digital experience management or DEX solutions.
As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.
This article by Sami Kallio explains why a culture change is needed to be successful with employee experience improvement and how to bring it about across the whole of IT.
We asked 35 industry authorities for their thoughts on how practitioners should be improving themselves next year. From widening their knowledge, skills, and experience to listening more, here’s what they had to say.
Digital transformation efforts must be built around people and their expectations, not the technological capabilities that are now available. Here Sami Kallio discusses why introducing the right mechanisms and metrics, employing data-driven decision making, and driving the needed cultural change, is so important.
Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.
This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
Time is our most precious currency. It has a monetary value. But if time is our most precious currency, then why are we not treating it that way, and using the language of value when we talk about the way we spend it?
As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.
This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?