Stephen Mann
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Stephen Mann is an independent IT and IT service management content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. In his career, he’s held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and most recently product marketing for a SaaS IT service management technology vendor.
Recent Posts
Stephen Mann on January 28, 2021
When writing about IT service management (ITSM) trends for the year ahead, in some ways it’s hard to get past what will likely be the biggest ITSM trend for 2021 – that’s digital transformation. It seems to have been a long time coming, with the concept of digital transformation now at least ten years old. But now the initial and ongoing adverse impact of the global pandemic has pushed it up ...
Stephen Mann on January 22, 2020
It’s a new year. In fact, it’s a new decade. Perhaps, even the return of the “Roaring Twenties.” But what does 2020 hold for your IT service desk? Or, if you don’t quite know the answer to this ...
Stephen Mann on February 13, 2019
IT asset management (ITAM), software asset management (SAM), software license management (SLM), and software license optimization (SLO), are often looked at from one or, hopefully, two perspectives: ...
Stephen Mann on January 9, 2019
How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe ...
Stephen Mann on September 12, 2018
While IT help desk and IT service management (ITSM) tools have been available for 30 years or so, it still might surprise you that not every organization has invested in one yet. Of course, the ...
Stephen Mann on March 21, 2018
Have you ever stopped to think about which of the many capabilities within your IT service management (ITSM) or IT service desk tool (or home-grown equivalent), and wider IT-management toolset are ...