People Articles

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?
Books an ITSM Practitioner Should Read

12 Books Every ITSM Practitioner Should Read

Ready to invest more in yourself? Here Earl Begley shares a list of 12 books and publications to read AND utilize to improve your leadership skills as an ITSM practitioner.
Love About Working in IT

What Do You Love Most About Working in IT?

In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).
Culture and Transformation

Culture and Transformation

How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.
ITSM Trends and Topics for 2021

The 5 Hottest ITSM Trends and Topics for 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
ITSM Priorities for 2021

What Are Your ITSM Priorities for 2021?

This article by Stephen Mann walks through what he thinks should be atop of your list of ITSM priorities for 2021. From security to wellbeing, business resilience to machine learning, your number 1 priority is likely not what you think it should be…
Value Delivered.

Taking ITSM from Fluffy Slogans and Buzzwords to Value Delivered.

This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.
Practical Advice for IT Leaders

41 Pieces of Practical Advice for IT Leaders

Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.

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