When you stop to think about how hard your IT service desk personnel are working – especially after what has been a very busy and problematic year, to say the least – you might want to introduce some IT support changes that allow your IT service management (ITSM) processes and enabling technology to take some of the pressure off your overworked people. Done right, this is a win-win – you’ll also get better IT support operations and outcomes as you change to serve and protect your IT support people better. You’d not be alone in wanting this – after all, no one wants their people to burn out, struggle with their health and/or productivity, or leave to pursue less stressful career options. Plus, there’s definitely a need to optimize your IT support capabilities to better meet the needs of your business and its employees. So, what can you do? To help, this blog offers up answers to two of the most important questions that need to be asked (and answered) before making the changes that will improve the work lives of your IT support personnel.