Service Desk Articles

IT Strategy Needs to Focus More on Employee Productivity

Posted by Sami Kallio
on June 30, 2022

Does your IT organization understand how well it’s meeting productivity-related factors for employees? Read this article to discover four tips for driving productivity improving decisions with employee data.

The What, Why, And How of Employee Experience for IT

Posted by Sarah Lahav
on June 23, 2022

Here Sarah Lahav, CEO, SysAid has written about using experience data to first understand where your organization currently is, and second to drive the required improvements. Get the help you need related to employee experience and read it now.

SITS 2022: Why I’m Excited for the Return of In-person ITSM Events

Posted by Vawns Murphy
on May 10, 2022

The COVID-19 pandemic has taken a toll on our community. It was rough, and now that the world is returning to normal, here are some things to look forward to at in-person ITSM events such as SITS 2022.

40 of the Best ITSM Blog Sites

Posted by Sophie Danby
on May 5, 2022

Here Sophie Danby shares a list of what she believes are currently the best ITSM blog sites including vendors, member organizations and consultancies. There’s 40 in total. Read the list here.

Problem Management Isn’t Just for Incidents

Posted by Michael Keeling
on May 4, 2022

What is a “problem”? If your mindset is influenced by ITIL, you might be missing out on the inherent potential of problem management. Here Michael Keeling explains.

How AI Improves Knowledge Sharing in ITSM

Posted by Sowmya Juttukonda
on April 27, 2022

Knowledge hoarding is a big challenge organizations face today. To this end, AI-enabled tools have considerable potential to manage data and help organizations to transform people’s experiences and knowledge accumulated over time into collective knowledge for the organization.

How to Improve the Patch Management Process

Posted by Greg Armanini
on April 21, 2022

The typical patch management process consists of much more than simply implementing the update. Alongside the physical deployment, each organization will have its own change management process. This work can be tedious, thankless, and time-consuming. This article offers help to make patching easier.

Solving Simple IT Helpdesk Issues with Automation

Posted by Ruben Franzen
on April 13, 2022

Have you not changed your ITSM tool in years because making minor changes is too cumbersome and expensive? Then it might be time to move on. The good news is that most modern ITSM tools provide task automation and easy reporting to save valuable time and resources.

4 Tips to Cure Zoom Fatigue with ITSM

Posted by Nancy Louisnord
on April 7, 2022

How can you combat the downsides of remote and hybrid work? Nancy Louisnord shares four tips for how an effective service management and knowledge management strategy can help.

What Employee Experience Really Means for IT Support

Posted by Sami Kallio
on March 30, 2022

If you work in, manage, or are responsible for the performance of an IT support team – whether in-house or outsourced – and are looking to understand better how the increasing profile of, and demands related to, employee experience affects it, then this blog is for you.

ITSM Misinformation and the (ITSM) Walking Dead

Posted by Michael Keeling
on March 24, 2022

Have you ever been told that your business must do something because ITIL/Agile/DevOps, etc. “says so”? If the answer is ‘yes,’ you have been exposed to the zombie experience virus… though most people don’t realize it.

SIAM and SLAs

Posted by Steve Morgan
on March 16, 2022

This article looks at SLAs in a SIAM world. That to succeed (with SIAM), your organization’s service architecture model must be well understood, with the third-party service providers, the SIAM function, and internal service providers working well together.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

Onboarding Your People: First Impressions Count

Posted by Marian den Ouden
on March 2, 2022

This article shows the interesting (and rather alarming) results of a survey of 1000 employees, from organizations that employ 250 to 5000 people, about their most recent onboarding experience. Read the results here.

What 2022 Needs to Know About Employee Experience Data

Posted by Sami Kallio
on February 24, 2022

This article shares five key insights from The Global IT Experience Benchmark Report™ H2/2021, including how self-service portals are no longer the least liked IT touchpoint and how badly service desk ticket bounces are affecting your users.

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