Modern Leadership Styles — What Does It Mean to Be a Truly “Agile” Leader?

Meeting customer expectations has always been challenging, and when COVID-19 forced many employees to remain at home – this became even more demanding and daunting. Why? Well, for many organisations, the IT service desk was rarely physically able to operate remotely pre-pandemic. To continue providing outstanding IT services, most organisations were forced to adapt traditional

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

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%

by Sumit De, Head of Consultancy, TOPdesk   We’re in the age of Employee Experience. It’s been a gradual transition, but employees now expect much more from their employers than they did in the past – not least when it comes to services. How can Service Management meet the demands of the modern employee?   Employee Experience