Stephen Mann

Stephen Mann is an independent ITSM blogger, writer, and presenter.

Stephen Mann

ITSM Futures: The Inevitable Convergence of Internal and External Support

ITSM Futures: The Inevitable Convergence of Intern...

There’s much to think about with the future direction of IT service management (ITSM) – from dig...
Work Smarter – Exploit Automation on the IT Service Desk

Work Smarter – Exploit Automation on the IT Serv...

Most corporate IT service desks are still under pressure to deliver more with less, with the consume...
Why You Should Stop Aspiring to IT Service Desk Industry Metric Benchmarks

Why You Should Stop Aspiring to IT Service Desk In...

As an industry, we seem to love statistics and metrics. And the IT service desk industry metrics are...
5 Tips for Improving Your IT Service Desk

5 Tips for Improving Your IT Service Desk

Previously, we looked at tips to improve the service desk life, the frustrations with service desk a...
ITIL Alternatives: Why is There so Little Uptake of ITSM Industry Frameworks?

ITIL Alternatives: Why is There so Little Uptake o...

If you attend IT service management (ITSM) industry conferences – such as FUSION in the US or itSM...
5 Tips for Making Service Desk Life Better

5 Tips for Making Service Desk Life Better

In the previous blogs, we looked into the frustrations with service desk and IT service management (...
Why are so few Service Desk Agents Involved in the ITSM Technology Selection Process?

Why are so few Service Desk Agents Involved in the...

If you were buying a new, or used, car would you not want the person driving it to be involved in it...
Top 10 Most Sought After Service Desk Skills: What to Expect in 2017?

Top 10 Most Sought After Service Desk Skills: What...

The (IT support) times they are a changin’, and IT service desks have already reacted not only in ...
5 Simple Tips to Pick the Right ITSM Tool Vendor

5 Simple Tips to Pick the Right ITSM Tool Vendor

Selecting ITSM tools can be a tedious process – starting with figuring out your basic problems wit...
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