In Loving Memory

Posted on Friday 4 November 2022.

Written by Barclay Rae, SDI Consultant & Auditor With great sadness, we recently heard of the passing of Rebecca (Becky/Becks) Beach. Rebecca was a popular member of our ITSM community, making many friends across the industry with her positivity, creativity, and humour. Her death was not completely unexpected – she had terminal cancer – but

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Why Knowledge is Critical for the Future of IT Service

Posted on Tuesday 1 November 2022.

You know the drill by now; otherwise, you wouldn’t be reading this. The time has finally come! We’re excited to announce a new virtual event, ‘Managing Knowledge Across the Enterprise.’ During last year’s Knowledge Management event, we raised the big question, ‘Is information knowledge?’ And what does the modern organisation need to consider as it

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Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]

Posted on Friday 28 October 2022.

Proactive service engagement has been at the top of the list of customer service trends for many years. In fact, shifting from a reactive to a proactive customer engagement strategy is one of the ways to stay competitive in today’s digitally native world.  So, why haven’t more customer service teams not fully embraced it yet?  In this

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Microlearning – Favourite Learning Style of Millennials and Gen Z?

Posted on Tuesday 18 October 2022.

When it comes to the way we work – the future is already here. The last two years have had a lasting impact on the way we work. Ongoing changes in how we work have raised new employee expectations and transformed employees’ relationships with work. However, this is not the only thing we are facing.

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Virtual Onboarding Guide – Introducing New Employees to Remote Workplace

Posted on Wednesday 12 October 2022.

Finding the right remote candidates in a larger pool of applicants can be time-consuming and challenging. It usually requires a lot of time and effort. But the next step is equally important as choosing the right candidate. Of course, we are talking about onboarding employees.   Once remote employees have signed a contract, they should

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Quiet Quitting – Answer to Burnout or A Red Flag?

Posted on Thursday 29 September 2022.

It’s been months since we have faced the “resignation waves” for the first time or “back to office battle”, and we’re already being introduced to another phenomenon called “quiet quitting”. You’ve probably heard about the record number of employees who voluntarily quit their jobs or the so-called Great Resignation. But quiet quitting isn’t what you

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