People Articles

IT Staffing and Skills

The Impact of COVID-19 on IT Staffing and Skills

The COVID-19 pandemic is forcing a significant change to our patterns, both at work and from a personal perspective. Some people are finding themselves out of work, furloughed temporarily, or with an uncertain future due to the economic impact. Here Matthew Burrows explores its impact on on IT staffing in particular.
ITSM Capabilities

Are Your People, Processes, and Technology Ready for the “New Normal”?

In a post COVID-19 world many are predicting that increased numbers of employees working remotely will be the new standard. Others are wondering whether we’ll see another COVID-19 style crisis in the near future. Both points offer up an important question: Are your ITSM capabilities – the people, processes, and technology – prepared for the “new norm”?
Homeworking Mistakes

How Many of These Homeworking Mistakes Are You Making? 

This article calls out a number of the potential homeworking mistakes to avoid in the hope that it prevents others from making them too – from losing the divide between work and home life to working in total silence. How many of these are you potentially guilty of?
ITSM Roles

Which IT Support and IT Service Management Roles?

Are you a little confused by vast array of common IT support and ITSM roles? If you want to better understand your support center managers to your ITSM process owners, this article by industry authority Roy Atkinson is for you.
ITSM 2020 Hot Topics

The 5 Hottest ITSM Trends and Topics for 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
Mental Health

Customers: It’s Time to Think About Mental Health

Recently in our industry, there’s been a lot of talk (and some action) about mental health. With this in mind, this article looks at what, as a customer, you should be thinking about in order to protect the mental health of your service providers to ensure that you get the most from the relationship.
ITSM trends

ITSM Trends in 2020 – the Crowdsourced Perspective

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
ABC of ICT

Don’t Let an ABC Earthquake Destroy Your Organization’s Digital Transformation

Here Paul Wilkinson discusses the ABC of ICT and how it’s still as relevant today as it was 15 years ago, if not MORE relevant. In particular, that digital transformation initiatives will fail if ABC factors are not addressed.
Workplace Well-being

The State of Workplace Well-being in ITSM – it’s Not Great 

With a massive 86% of survey respondents thinking that working in IT is going to get harder in the next three years, here we take a look at the impact that working in ITSM has on employee mental health and wellbeing – showcasing our latest survey results.
User Experience on the IT Service Desk

How to Improve User Experience on the IT Service Desk

Internally focused performance-based metrics are essential and remain relevant, but they don’t provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. Here we explain how, and the best way to go about it.
Well-being in ITSM

Well-being in ITSM – How Big is the Issue?

In the 2019 Future of ITSM survey, just over half of respondents felt that working in IT is adversely affecting their personal wellbeing. Coupled with the increasing number of people that we know and love in ITSM opening up about their experiences of wellbeing issues, ITSM.tools felt that the ITSM industry needs to at least find out how big the issue is.
How ITSM, ITAM, and Security Teams Can Collaborate

How ITSM, ITAM, and Security Teams Can Collaborate Around Asset Data

For ITSM, ITAM, and security teams IT asset data is essential, but it can often be generated in silos. Instead, these teams should collaborate to ensure that they have all the insight into assets that they need. This article explains how this can be achieved, with IT asset data available to meet the needs of all three of ITSM, ITAM, and security teams.
IT support team issues

Is Your IT Support Team at Breaking Point?

Are your IT service desk teams at breaking point? Over-stretched and ridiculously busy? Where people are working long hours and are probably stressed – with this affecting team morale, the level of human errors, and your CSAT scores. If so, Steve Morgan might have the answer for you in this article.