People Articles

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?
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.
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.
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?
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.
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.
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.
Empowering employees through IT support in 2021 is not only about channel choice and self-service, it’s also about better meeting employee expectations.
This article shares the main correlations in our 2020 “wellbeing in IT” survey to help identify what’s causing the wellbeing issues in ITSM.
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.
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.
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.
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.
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.
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.