Help Desks and the Need to Modernize the Employee Experience
This article takes a look at some of the results of a recent PeopleReign survey, including how 53% of employees purposefully avoid the help desk, with another 8.5% using it grudgingly.
The Future State of the Service Management Office and Transformation
This article explains how the Service Management Office (SMO) is evolving to its future state from its present form by adopting various ITSM best practices, methods, technology, and tools.
How Educational Institutions Can Benefit from an ITSM Tool
It’s no secret ITSM can help companies and businesses streamline efficiencies, cut down on costs, and improve customer satisfaction. But can it help schools? Yes! This article looks at five ways ITSM, enabled by an ITSM tool, can help educational institutions – from primary schools to universities.
The State of Wellbeing in ITSM in 2022
This article shares the results of our 2022 Wellbeing in ITSM survey, comparing results where possible to our 2020 responses. From the impact of hybrid working to whether or not managers are equipped to deal with employee wellbeing issues, the results make for interesting reading.
The Problem with the IT Self-Service Portal
This article offers up three places to start when beginning a portal implementation or to review a current portal, looking at your vision and scope, governance, and support experience.
Work Culture Improvement and the Little Best Measure of Service Desk Health
This article looks at the importance of end-user escalation management and why the practice should be integrated into tool-based incident and request management processes. It’s “the Little Best Measure of Service Desk Health.”
9 Important ITSM Statistics for 2022
This ITSM statistics article shares a number of key data points that will help ITSM pros to make decisions about their future IT service delivery and support capabilities.
For a Friend – I Caused Stress and Anxiety via Value Stream Mapping
I reflected on my use and journey of value stream mapping and realized that: I’ve created anxiety and stress with my enthusiasm for VSM!
ITSM and Security – How and Why it is Critical to Improve Collaboration
With just how sophisticated – and often successful – ransomware attackers are becoming, it’s never been more important to get your IT management processes running as efficiently as possible. And that means ITSM and security teams working together. This article explores.
How is Your Wellbeing in ITSM?
The topic of employee wellbeing in ITSM feels like it’s fallen off the radar? Please help us to help others – including yourself – by spending a couple of minutes completing our anonymous, seven-question (multiple choice) survey, to help us understand the current state of wellbeing in ITSM.