People Articles

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.
Without effective remote communication and collaboration skills and enabling toolsets, our businesses face risks and our employees will experience some or all of stress, frustration, fear, uncertainty, and doubt. Here, Paul Wilkinson explores the issues and the solutions in more detail.
This article takes a look at some of the technology-based aspects of working from home from the end-user perspective. With the basis of the article formed around the home-working experiences of Claire, a project manager, who like many suddenly became a “forced” homeworker.
This article looks at a UK-based initiative called Bytes for Heroes – providing thousands of meals to staff in NHS hospitals in cities across the UK – and how IT professionals can help with either funds, time, expertise, recruitment, networking, or anything else!
Most IT departments understand the benefits of working collaboratively. However, the idea of ripping up everything they know and considering other departments’ processes is a tough sell. To help, here are six techniques you can use to collaborate better with the other departments in your organization.
In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?
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.
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”?
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?
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.
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.
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.
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…
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?
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.