People Articles

The Great Redundancy

The Great Redundancy and Our New Ways of Working

The Great Resignation, Great Redundancy, and Great Retirement movements escalated when COVID hit the global economy. COVID forced people to work from home and, once at home, it was a case of “Hey! I can do this or that. In fact, THAT can become a new way of doing what I like to do.” In this article, Daniel Breston looks at how our approach to working has changed forever.
State of ITSM

The State of ITSM Two Years into the Pandemic

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.
Zoom Fatigue

4 Tips to Cure Zoom Fatigue with ITSM

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.
Employee Experience and IT Support 

What Employee Experience Really Means for IT Support 

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. 
Hottest ITSM Trends for 2022

The 5 Hottest ITSM Trends (and Topics) for 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

Onboarding Your People: First Impressions Count

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.
2022 and Employee Experience Data

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.
Everything You Need to Know About Being an ITSM Pro

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

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

ITSM in 2022: Trends to Watch Now

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.
DEX Solutions in the ServiceNow Partner Ecosystem

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

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.
ITSM Help

What ITSM Help Do You Need in 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.
Experience Management Culture

How to Engender an Experience Management Culture in Your IT Organization

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.
ITSM Practitioners

How Can ITSM Practitioners Improve Themselves?

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 Experience

Digital Transformation and the Need for a Better Service Experience

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.
IT Service Desk Analyst Motivation

Using Experience Feedback to Up IT Service Desk Analyst Motivation

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.