People Archives

Does Your IT Organization Have the “Good Skills”?

Posted by Matthew Burrows
on November 13, 2018

This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?

5 Simple “Don’ts” for Handling Customer Complaints

Posted by Stephen Mann
on October 4, 2018

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.

5 Steps for Better IT Stakeholder Management and Communications

Posted by Stephen Watts
on August 2, 2018

There’s one major area of IT that unlike the rest isn’t clearly defined — the people. And it’s why effective stakeholder management is so vital to your IT success. Here we dig into what stakeholder management is and provide a simple, five-step framework to help manage your stakeholders more effectively.

Culture, Ethics, and Behavior – Why Are We Still Struggling?

Posted by Paul Wilkinson
on July 5, 2018

Here Paul Wilkinson discusses a key enabler of COBIT – “Culture, Ethics and Behavior” – which can help address people-related issues, and queries why it isn’t seen as sufficiently critical to warrant its further development.

What ITSM Pros Need to Know About Customer and Employee Experience

Posted by Sami Kallio
on May 31, 2018

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.

It’s All About the People

Posted by Karen Ferris
on January 18, 2018

How do we focus on the people side of change in this brave new world of constant and complex change? Karen Ferris shares her views.

It’s “Tough at the Top” for New CIOs – So Try SFIA

Posted by Matthew Burrows
on October 5, 2017

How can the Skills Framework for the Information Age help you as CIO to understand what knowledge, skills, and experience you have in your team?

How Consumerization Is Changing IT Support Models

Posted by Jonathan Munn
on June 27, 2017

Consumerization is driving the replication of B2C support capabilities & technologies in IT departments, making it far more than just “a good thing to do.”

Sometimes I Just Want Service, You Can Keep Your Experience

Posted by Matthew Hooper
on April 10, 2017

Here Matt Hooper asks: “Does great customer service translate into a great customer experience?” and “Does a great experience result in great service?”

11 Tips for Facilitating Organizational Change in IT

Posted by Sophie Danby
on December 22, 2016

Eliciting organizational change can be difficult. Here a number of people give their advice on facilitating change and how to get get management buy-in.

People Articles