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Stephen Mann

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.
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Recent Posts

3 Key ITSM Trends for 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 ...

Where’s the IT Service Desk Going in 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 ...

ITAM 101: 10 Tips for Delivering IT Asset Management Quick Wins

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: ...

3 Key 2019 Trends for the IT Service Desk

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 ...

ITSM and IT Service Desk Tools – Should You Build or Buy?

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 ...

The Top 6 Must-Have Technologies for IT Support

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 ...
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