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Stephen Mann

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.
 

How often are we so engrossed in what we’re doing to consider the impact (of what we do or don’t do) on the people we are serving? Or, put another way, how...
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With organizations continuing to regularly switch ITSM solutions, every 3-6 years (according to industry analysts), it’s become an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken. That’s why I...
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ITIL, the popular IT service management (ITSM) best practice framework, is no longer the de facto approach for ITSM.  Not only are there valid alternative approaches, so much has changed in the...
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ITIL has been the IT service management (ITSM) best, or good, practice “frontrunner” since the 1990s despite the birth, or evolution, of other approaches. And there’s no doubting that it has helped...
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There are a number of reasons why email and other personal productivity tools are used for IT support, for example: Most IT staff usually have access to email IT staff know how...
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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s...
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I’ve written about IT service management (ITSM) and the opportunities of business intelligence (BI) before, but that was four years ago, as an industry analyst. Since then, I’ve seen very few vendors...
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