People Archives

So, How’s Remote Working Doing in Your Organization?

Posted by Sami Kallio
on July 1, 2021

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?

Mundane to Motivating: Transform your Retrospectives

Posted by Annemarie Wolfrat
on June 29, 2021

Retrospectives are a vital cog in the rhythm of every agile team. But how do you keep them motivating? To help, this article offers up advice for transforming them from mundane to motivating.

How to Understand What “Being Agile” Means

Posted by Linda Frost
on May 20, 2021

Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.

How to Better Manage an IT Service Desk in a WFA Era

Posted by Stephen Mann
on May 4, 2021

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?

Culture and Transformation

Posted by Erin Casteel
on February 11, 2021

How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

Common XLA Mistakes and How to Avoid Them

Posted by Sami Kallio
on January 8, 2021

Are you looking to introduce experience management in your organization? No idea where to start? To help, this article by Sami Kallio outlines many of the common XLA mistakes that your organization will face when adopting an experience management approach.

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.

Wellbeing 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.

The Post-COVID State of Wellbeing 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 Wellbeing?

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.

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