People Articles

IT Support’s Required Evolution to Empower Employees in 2021

Empowering employees through IT support in 2021 is not only about channel choice and self-service, it’s also about better meeting employee expectations.
This article shares the main correlations in our 2020 “wellbeing in IT” survey to help identify what’s causing the wellbeing issues in ITSM.
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.
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?
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.
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.
This article looks at five key benefits from effective cross-functional team collaboration that every business can reap, from everybody learning more to challenging old ideas.
This article by Roy Atkinson looks at the people, process, and technology perspectives of how to successfully measure employee experience. Plus advice on how best to obtain survey responses.
At its heart, employee experience is subjective. It’s based on employee sentiment – positive and negative – about the organization, the workplace, the workforce, and the work itself. This article explains why it’s so important for IT service desks.
Working from home can be great but it isn’t always easy. So, has the COVID-19 crisis affected your wellbeing? Please help us find out where the industry is right now by taking 1-2 minutes to answer our latest Wellbeing in IT survey.
This article looks at how work-life has changed for the now homeworking employees and how this has potentially impacted their mental wellbeing – featuring a real end-user example of Claire – a Project Manager.
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.
Has your organization considered taking a maturity model approach to the improvement of its ITSM capabilities? To help you to understand the opportunity, this article quickly explains the key aspects of maturity model use as part of a service improvement health check.
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.