ITIL Training blog

Empowering employees has been proven to improve job satisfaction and longevity in a role. In a service management team, staff that are more motivated will make better decisions and be happier. Happier staff can mean happier, more satisfied customers.

Like so many sectors, IT was shaken by COVID-19. Last year’s sudden requirement to work from home hit like a bombshell for IT departments, who had to rally around to ensure security, privacy and accessibility were prioritised. In this way, IT was the backbone for companies who required tech to be safe, secure, and manageable for all staff working from home.

Asana’s Anatomy of Work 2021 study has revealed that workers switch between 10 apps 25 times a day on average – we feel stressed even thinking about it! But this is the stark reality for a workforce desperately trying to stay connected through ‘living with the pandemic’ and the challenges of hybrid working.

Interviewing for an IT service management (ITSM) role can be a daunting prospect. In a sector where roles are so vast and varied, it is hard to pre-empt exactly what is going to come up during the interview process. You could be asked anything from defining the service desk, right through to an example of a time you handled change management. Being prepared is key, so you have come to the right place!

All too often Human Resources Service Management (HRSM) is overlooked and undervalued, but customer experience starts from within. And so we must prioritise HR Service Management, make improvements, and invest in smart solutions. Not only because we risk falling behind if we don’t, but because the benefits are broad and long-lasting. Let’s take a look at them…

Within the ITIL framework, the Service Validation and Testing process plays an important role. Not only is it used to actively maintain test environments, but it also works to ensure that developments meet the quality standard as well as customer expectations, and it verifies that releases can continue to be supported beyond their launch.