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Key IT Support Challenges in the “New Normal”

While the worst part of the COVID-19 crisis might be behind us, “we’re not out of the woods yet.” Most organizations are trying to adapt to the “new normal” – even though the new normal has yet to fully materialize yet – and we’re still living and ...

IT’s Role in the Pandemic Isn’t Over Yet

Your IT department and IT service desk likely performed miracles during the early part of the COVID-19 crisis. Both setting up and then supporting a predominantly office-based workforce as ...

Don’t Lose All the ITSM Learnings from the COVID-19 Crisis

Post-COVID-19 crisis, we – as a society – have a long way to go still but, despite the pain of the first half of 2020, there was a lot to celebrate and to learn from for corporate IT organizations. ...

How to Cope with IT Equipment Struggles in the “New Normal”

Even as we progress in what is now the “new normal,” the impact of the COVID-19 crisis continues to challenge IT service desks around the globe. But what about the challenges of your end users? IT ...

Effective Queue Management in a Crisis

We think we can all agree that it’s not easy delivering the best IT support service to our colleagues at the moment. There’s a higher volume of tickets, a lack of people due to illness, social ...

Enterprise Service Management in These COVID-19 Times

The COVID-19 crisis has brought new ways of working to many employees, with them now confined to their homes. Likely using more technology – to get their work done – than ever. The crisis has also ...

How to Help Stressed IT Support Personnel

Service desk technicians and IT departments across the globe are under an unprecedented amount of strain due to the COVID-19 crisis. For instance, higher volumes of calls and longer days as a result, ...

COVID-19 Advice – How to Cope with Frustrated End Users

The COVID-19 crisis has changed the way that many employees work in a very short space of time. So, it’s no wonder that there are some frayed nerves out there. Employees are often having to adapt to ...

How to Cope When Your IT Service Desk is Overwhelmed

IT service desks everywhere are under pressure. The COVID-19 crisis has changed the way we work and how businesses are able to operate around the world. Employees might be ill, and others are ...

Emotional Wellbeing During a Pandemic

With the ongoing pandemic of the coronavirus continuing across the globe, many restrictions have been imposed on society with the risk of infection increasing and spreading; and as such, the need for ...
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