An End-User’s View of IT Support When Working from Home

End User IT Support

This article takes a look at some of the technology-based aspects of working from home from the end-user perspective. With the basis of the article formed around the home-working experiences of Claire, a project manager, who like many suddenly became a “forced” homeworker.

Using ITIL 4 to Manage Risks

ITIL 4 risk management

The global COVID-19 crisis has focused organizations on many things, including continuity planning and disaster recovery. However, it’s also highlighted the need for better risk management. This article from AXELOS looks at how various ITIL 4 practices will help your organization to better assess and manage risks.

Are ITSM Tools Still ITSM Tools?

ITSM Tools

This article looks at the current state of ITSM tools and their capabilities/use cases. Proposing new names for ITSM tools along the way. Before finally making a judgment call on the new name for ITSM tools. What do you think? Does your organization still want an ITSM tool or would a different name be better?

Bytes for Heroes – How IT Professionals Can Help Healthcare Pros

Bytes for Heroes

This article looks at a UK-based initiative called Bytes for Heroes – providing thousands of meals to staff in NHS hospitals in cities across the UK – and how IT professionals can help with either funds, time, expertise, recruitment, networking, or anything else!

What Can IT Learn From the COVID-19 Pandemic?

COVID-19 Pandemic

IT leaders must capitalize upon the newfound trust and credibility they’ve gained as a result of their response to the COVID-19 crisis. If there’s a small positive which can be taken from this global pandemic, it’s that new relationships have been formed. In this article, we look at what IT leaders can do to increase the chances of this new closer relationship actually lasting.

6 Ways Collaboration Creates Customer-Centric Service

Team Collaboration in IT

Most IT departments understand the benefits of working collaboratively. However, the idea of ripping up everything they know and considering other departments’ processes is a tough sell. To help, here are six techniques you can use to collaborate better with the other departments in your organization.

End-User Experience for IT is Now More Important Than Ever

End-User Experience for IT

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?

How COVID-19 Will Change ITSM – a Crowdsourced Perspective


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.

ITSM Predictions for a Post COVID-19 World

ITSM Predictions

In IT/technology, we’ve seen the world change and be turned upside down in just 3-4 weeks. Now COVID-19 is making a “new normal” (and not just for ITSM), but what changes can we expect long-term for the ITSM industry? And what impact will this pandemic have on IT operations? Here Barclay Rae shares his views.

The Impact of COVID-19 on IT Staffing and Skills

IT Staffing and Skills

The COVID-19 pandemic is forcing a significant change to our patterns, both at work and from a personal perspective. Some people are finding themselves out of work, furloughed temporarily, or with an uncertain future due to the economic impact. Here Matthew Burrows explores its impact on on IT staffing in particular.