People Articles

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.
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.
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.
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.
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, felt that the ITSM industry needs to at least find out how big the issue is.
This article serves as a quick guide to help you create reliable measures for assessing customer satisfaction, complete with 6 useful tips.
Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.
Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.
In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.
The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.
In the latest in our series of wellbeing articles, Phil Green provides insight into the impact of mental health issues and offers advice on what’s needed to help those suffering to improve their lives – with the aim of getting you to think differently about mental health and how best to help others if they’re suffering.
In the second of our wellbeing articles, Ian Stock offers advice based on his personal experiences of wellbeing and mental health; including understanding “anhedonia” – a word that doesn’t seem to be widely known (unlike hedonism). Read more here.
Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
There’s a big focus on mental wellbeing in IT right now, but we still seem to be struggling to break away from “the stigma” related to the “darker” side of mental health. To hopefully help others to speak out, Stephen Mann has written about his personal experiences with work-related stresses.