This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.
It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.
This article by Joe the IT Guy takes a look at the benefits of Kaizen, the key roles involved, the Kaizen process, and how to get started with carrying out kaizen-based improvements.
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.
Like most IT service desk leaders you probably want or need to improve your IT support capabilities and outcomes. But where should you focus your attention and resources? This article by David Stewart will help you to understand this.
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.
Which eight things should your IT service desk be focused on, to be better in the “new normal,” across the rest of 2020 and into 2021? Here Liliana Gary explores.
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.
Research has shown that demand for modern, agile service management tools is greater than ever. This article by Patrick Bolger explains how IT groups with a strong digital strategy – who are acting now – will help the service management tools market to fly.
In this article, industry authority Barclay Rae shares some practical activities that organizations – including yours – can take to plan for ITSM’s post-COVID-19 future across three key areas of: governance, data and analytics, and social continuity.
Choosing a new ITSM tool is a time-consuming and costly activity, after all selecting the wrong tool will inevitably cause our organization significant issues. To help, this article examines the ten key characteristics of a good tool selection process and highlight some of the pitfalls you’re likely to encounter along the way.
Continuous (or continual) improvement is something that every IT organization should have embedded in its practices. With that in mind, this article by Joe the IT Guy explains how to get the most from your continual improvement methods.
The COVID-19 crisis has reinforced the need for remote support and the operation of a remote IT help desk. This article explains how the introduction of a remote IT help desk can be achieved – transforming IT support personnel who are acting independently into a cohesive – and more efficient and effective – IT support capability.
This article provides an overview of why a Service Request Catalog Framework is an important addition to an enterprise’s overall service strategy – and offers up five tips for you to get started in creating one.
In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.