Stephen Mann

Recent Posts by Stephen Mann:

by Stephen Mann, on 02-Dec-2019 14:05:00

Most modern IT service desk and help desk aspire to improve across all three of “better, faster, cheaper.” But what does your service desk need to do to jump from good to great? There are, of course, many opportunities to improve upon …

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Topics:ITSMService DeskStephen MannEfficiencyITSM.Tools

by Stephen Mann, on 30-May-2019 11:00:00

Enterprise service management – “the use of IT service management (ITSM) principles and capabilities in other business areas to improve performance, service, and outcomes” – has now achieved a level …

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Topics:ESMChange Management

by Stephen Mann, on 01-Apr-2019 14:30:42

Enterprise Service Management (ESM) – “the use of IT service management (ITSM) principles and capabilities in other business areas to improve performance, service, and outcomes” – continues to grow in …

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Topics:ESM

by Stephen Mann, on 18-Mar-2019 16:00:00

A recent ESM 101 webinar offered up a variety of insights into what ESM is, what’s driving its adoption, the benefits of successful adoption, common use case scenarios and adoption …

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Topics:ESM

by Stephen Mann, on 11-Feb-2019 17:44:06

We often struggle in life because someone assumes that we know more than we do. Or because we’re “late to the party,” when we have to join in with everyone …

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Topics:ITSMESMStephen MannBlog

by Stephen Mann, on 30-Oct-2018 16:07:45

As discussed in our previous blog, ITSM tool use and replacement landscapes are changing all the time. Either organizations are using the same tool for years, or they are stuck …

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Topics:ITSMESMAnalystReplacement

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