Do you ever wonder why some people seem better at solving problems or making decisions than others? It’s not just luck or talent – it’s the power of critical thinking! Critical thinking is an essential skill that helps us analyze information, identify biases, evaluate evidence, and make informed decisions. Whether you’re a student, a professional, or someone who wants to improve their critical thinking skills, this article is for you.

IT service management (ITSM) and IT asset management (ITAM) were finally brought together in the ITIL 4 body of service management best practices. ITAM is one of the 34 ITIL 4 management practices. However, while there has usually been some overlap between the two disciplines, ITSM and ITAM have traditionally been treated separately. It’s understandable, as ITSM and ITAM are different IT management disciplines.

Did you know that 57% of customer success organizations have taken the time to create a journey map? Process mapping is a critical business tool that helps organizations to visually depict their business processes, identify inefficiencies, and optimize their workflows. In this blog, we will learn what process mapping is, explore the different types of process mapping tools available, and discuss their features and benefits. Let’s dive in.

Whether you call it program increment (PI) planning, quarterly planning for product teams, or even big room planning, the reality is the same: These sessions are complex undertakings, even more so in our current hybrid reality. Every 8-12 weeks, dozens, hundreds, or — in some cases — thousands of product team members meet to to align on a shared vision, pinpoint cross-team dependencies, discuss features, and, ultimately, plan their product roadmap.

A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.

This blog explores the potential benefits of a four-day workweek, including increased job satisfaction, higher productivity, and improved work-life balance for employees.

In this blog post, we discuss strategies for employers to recognize and address toxic work environments, ensuring a healthier and more productive workplace for employees.

Learn about the consequences of pretending to be happy at work and how Insightful's software can help employers address this issue by fostering a genuine culture of happiness.

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues that range from simple inquiries to complex matters, then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in: to maximize the time and effort of your customer service agents.

Explore the benefits of employee monitoring for employee career advancement. Learn how to use Insightful to identify strengths, set goals, and create a culture of growth and development.