Adapting to Change – 5 Ways to Improve Employee Experience in 2022

Posted on Wednesday 18 May 2022.

Change has become the 21-century most ubiquitous challenge. If we only look at the last 18 months, IT support services have needed to rapidly adapt to unexpected changes to ensure they continue to meet the needs of the business. This has not only meant accelerating digital strategies but also the need to ensure staff have

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Why Do Micro-Experiences Matter to the IT and Support World in the Age of the Digital Business?

Posted on Wednesday 27 April 2022.

There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences?  You have probably had a few micro-experiences this week, from hearing

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9 Things You Need To Know About Enterprise Service Management

Posted on Tuesday 12 October 2021.

Enterprise service management has been a key ITSM trend for the last half-decade – the use of IT service management (ITSM) principles and capabilities by other business functions/teams to improve their operations, services, experiences, and outcomes – with its tool-based use-case origins going back even further. Where ESM adoption currently stands and where it’s heading

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Does ESM Make for Happier Employees? (Who Make Happy Customers!)

Posted on Tuesday 7 September 2021.

By Hannah Price Enterprise Service Management (ESM) has many benefits for organisations, namely: increased efficiency, cost-savings, and improved cross-departmental collaboration. But does it go beyond that? Does ESM make for happier employees? The employee’s experience of ESM Choosing to implement ESM has direct consequences for our employees, therefore, it makes sense that it affects their

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Diving into Data, Concept 8, and Deriving Value

Posted on Monday 25 January 2021.

Diving into Data, Concept 8, and Deriving Value By Scarlett Bayes, Senior Research Analyst, SDI   The Service Desk Institute’s certification programme gives us an insight into a wide variety of organisations and how different service desks perform against the Global Best Practice Standard for Service Desk and its 9 ‘concepts’: Leadership Policy & Strategy

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