People Articles

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.

5 Benefits to IT Departments from Cross-Functional Collaboration

Posted by Ruben Franzen
on September 1, 2020

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.

Measuring Employee Experience

Posted by Roy Atkinson
on August 25, 2020

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.

Employee Experience Explained for IT Service Desks

Posted by Roy Atkinson
on July 28, 2020

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.

How Has the COVID-19 Crisis Affected Your Well-being?

Posted by Stephen Mann
on July 16, 2020

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.

Working from Home – the Impact on Mental Well-being

Posted by Sophie Danby
on July 15, 2020

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.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

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’.

Advice for Common Remote Communication and Collaboration Issues

Posted by Paul Wilkinson
on June 19, 2020

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.

The Making of a Maturity Model: An Approach to Culture and Client Support

Posted by Ron van Haasteren
on June 17, 2020

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.

An End-User’s View of IT Support When Working from Home

Posted by Sophie Danby
on May 13, 2020

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.

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