People Articles

What Do You Love Most About Working in IT?

Posted by Sophie Danby
on February 14, 2021

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

Posted by Erin Casteel
on February 11, 2021

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.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 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.

What Are Your ITSM Priorities for 2021?

Posted by Stephen Mann
on January 5, 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…

Taking ITSM from Fluffy Slogans and Buzzwords to Value Delivered.

Posted by Paul Wilkinson
on December 22, 2020

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

41 Pieces of Practical Advice for IT Leaders

Posted by Sophie Danby
on December 17, 2020

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.

What IT Service Desks Need to Do Now

Posted by Patrick Bolger
on December 10, 2020

This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.

IT Service Desk Trends for 2021

Posted by Liliana Gary
on December 8, 2020

It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.

Which ITSM Topics Will Interest You Most in 2021?

Posted by Sophie Danby
on November 30, 2020

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.

IT Support’s Required Evolution to Empower Employees in 2021

Posted by Stephen Mann
on November 25, 2020

Empowering employees through IT support in 2021 is not only about channel choice and self-service, it’s also about better meeting employee expectations.

Well-being Issues in ITSM – What’s Causing Them?

Posted by Stephen Mann
on November 10, 2020

This article shares the main correlations in our 2020 “wellbeing in IT” survey to help identify what’s causing the wellbeing issues in ITSM.

Three Mindsets for Improving the IT-Business Relationship

Posted by Nancy Louisnord
on November 4, 2020

How do we improve the business-IT relationship? There are three mindsets IT should focus on says Nancy Louisnord – this article looks at all three and shares tips on how to achieve them from an IT service desk standpoint.

2021 ITSM Trends

Posted by Sophie Danby
on October 29, 2020

How will ITSM, or service management per se, need to change in 2021? Or perhaps how it will be forced to change to reflect the radically different world that we now live and work in?

The Post-COVID State of Well-being in ITSM – the Good, the Bad, and Maybe the Ugly

Posted by Stephen Mann
on September 30, 2020

This article explores the results of our 2020 wellbeing in IT survey. With results casting doubt over how well equipped organizations and managers are to dealing with wellbeing issues to whether or not people feel their personal efforts are recognized sufficienctly – it’s an interesting read.

The Importance of Being Earnest (at Work): Why Employee Experience Matters

Posted by Akshay Anand
on September 3, 2020

Creating the ‘joy of work’ and the ‘joy of working’ are two necessary conditions to creating a positive employee experience, says Akshay Anand. Here he dives deeper into why, as well as how using ITIL 4 guidance can help you to create an environment that is not only a pleasure to work in, but also one that offers rewarding and motivating work opportunities.

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