People Articles

How Do You Value Your Time?

How Do You Value Your Time (and the Time of Others)?

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?
It’s Time to Talk About Mental Health

IT Leaders: It’s Time to Talk About Mental Health

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.
Continual Improvement and Experience Data

Why Continual Improvement Needs Experience Data

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 in ITSM

Collaboration in IT: a Crowdsourced Perspective

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?
Support Remote Workers and Mobile Teams

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

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?
Successful Collaboration

Three Key Elements for Successful Collaboration

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.
Collaboration

Collaboration. Bingo!

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?
Measure Employee Experience

How to Measure Employee Experience

Organizations are increasingly aware of the importance of employee experience to business operations and outcomes. In particular, that the quality of IT service delivery and support plays an important role – especially in facilitating employee productivity. But how do you measure and improve the employee experience?
5 Steps to Drive Employee Collaboration

Service Desk Improvement – 5 Steps to Drive Employee Collaboration

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective employee collaboration.
Remote Working

So, How’s Remote Working Doing in Your Organization?

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?
Transform your Retrospectives

Mundane to Motivating: Transform your Retrospectives

Retrospectives are a vital cog in the rhythm of every agile team. But how do you keep them motivating? To help, this article offers up advice for transforming them from mundane to motivating.
Next Era of Service Management

The Next Era of Service Management

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
Being Agile

How to Understand What “Being Agile” Means

Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.
Digital Transformation

Digital Transformation: A Look at The Future, Examining the Past

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.
Manage an IT Service Desk in a WFA Era

How to Better Manage an IT Service Desk in a WFA Era

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?

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