People Articles

Improving the IT-Business Relationship

Three Mindsets for Improving the IT-Business Relationship

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.
ITSM trends

2021 ITSM Trends

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 Causes of Well-being in IT Issues

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

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.
Why Employee Experience Matters

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

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.
Cross-functional Collaboration

5 Benefits to IT Departments from Cross-Functional Collaboration

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.
Employee Experience

Measuring Employee Experience

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

Employee Experience Explained for IT Service Desks

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.
COVID-19 And Well-being

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

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.
Mental Well-being

Working from Home – the Impact on Mental Well-being

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

ITSM in the New Normal – a Crowdsourced Perspective

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’.
Remote Communication Issues

Advice for Common Remote Communication and Collaboration Issues

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.
Building an ITSM Maturity Model

Building an IT Service Management (ITSM) Maturity Model

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.
End User IT Support

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

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.
Bytes for Heroes

Bytes for Heroes – How IT Professionals Can Help Healthcare Pros

This article looks at a UK-based initiative called Bytes for Heroes – providing thousands of meals to staff in NHS hospitals in cities across the UK – and how IT professionals can help with either funds, time, expertise, recruitment, networking, or anything else!
Team Collaboration in IT

6 Ways Collaboration Creates Customer-Centric Service

Most IT departments understand the benefits of working collaboratively. However, the idea of ripping up everything they know and considering other departments’ processes is a tough sell. To help, here are six techniques you can use to collaborate better with the other departments in your organization.