People Articles

The State of ITSM Two Years into the Pandemic

Posted by Stephen Mann
on May 25, 2022

This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.

4 Tips to Cure Zoom Fatigue with ITSM

Posted by Nancy Louisnord
on April 7, 2022

How can you combat the downsides of remote and hybrid work? Nancy Louisnord shares four tips for how an effective service management and knowledge management strategy can help.

What Employee Experience Really Means for IT Support

Posted by Sami Kallio
on March 30, 2022

If you work in, manage, or are responsible for the performance of an IT support team – whether in-house or outsourced – and are looking to understand better how the increasing profile of, and demands related to, employee experience affects it, then this blog is for you.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

Onboarding Your People: First Impressions Count

Posted by Marian den Ouden
on March 2, 2022

This article shows the interesting (and rather alarming) results of a survey of 1000 employees, from organizations that employ 250 to 5000 people, about their most recent onboarding experience. Read the results here.

What 2022 Needs to Know About Employee Experience Data

Posted by Sami Kallio
on February 24, 2022

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.

(Nearly) Everything You Need to Know About Being an ITSM Pro

Posted by Paul Wilkinson
on February 17, 2022

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.

ITSM in 2022: Trends to Watch Now

Posted by Ruben Franzen
on February 3, 2022

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.

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

Posted by Stephen Mann
on January 19, 2022

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.

What ITSM Help Do You Need in 2022?

Posted by Sophie Danby
on January 12, 2022

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.

How to Engender an Experience Management Culture in Your IT Organization

Posted by Sami Kallio
on December 30, 2021

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.

How Can ITSM Practitioners Improve Themselves?

Posted by Sophie Danby
on November 25, 2021

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 and the Need for a Better Service Experience

Posted by Sami Kallio
on November 4, 2021

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.

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Posted by Sami Kallio
on September 30, 2021

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.

The State of Service Management 2021

Posted by Stephen Mann
on September 1, 2021

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.

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