Articles, benchmark data, and customer stories on the human side of technology at work.
This crowdsource paper presents the thoughts of ten IT service management (ITSM) industry authorities on the future of IT support and how best to prepare for it.
Sakari KyröThis post provides an overview on what Roy Atkinson and Sakari Kyro expect to see as IT trends in 2025, including a link to a contributing podcast.
Sakari KyröThis blog looks at how IT service portals have improved in the last decade and how IT can improve end-user traction and experiences using experience data.
Stephen MannThis blog by Doug Tedder looks at why many ITSM implementations come up short, and three ways that ITXM can help.
Doug TedderThe growth in enterprise service management strategy adoption has opened the door for ITXM to be shared with other business functions. Here are two examples.
Sami KallioIn this blog, Roy Atkinson highlights the management-employee experience rift in many organizations and how ITXM helps close the gap.
Roy AtkinsonSee how embracing a human-centric approach to IT and experience management has been pivotal in transforming IT services and decision-making processes.
Pasi NikkanenThis blog shares insights into PepsiCo's approach to ITXM and the evolution toward a holistic, experience-driven IT and Global Business Service culture.
Mark BewickTo truly harness GenAI's power in ITSM, companies must focus on the most important outcomes: improving service delivery and solving real problems.
Sakari KyröHow does your IT organization assess IT service quality? Through service level targets? It isn't sufficient, says Stephen Mann, and here he explains why.
Stephen Mann