Author Archives: Stephen Mann


What IT Support Can Learn from Customer Service Trends

I’ve written a lot about how internal IT support and IT service management (ITSM) are changing – from the impact of consumerization (thanks to employees bringing their often-superior personal-life experiences and expectations into the workplace), the use of new service and support technologies, to the importance of the [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

Back to the Future with ITSM

ITSM and IT Support in 2016: What Has Changed Since Late 2011?

Four and a half years is a long time in technology, but sadly not so much in IT service management (ITSM). Rather scarily, thinking [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

ITIL Practitioner Guidance

8 Things that Stand Out in the New ITIL Practitioner Guidance Book

It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice [...]

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Posted by Stephen Mann Stephen Mann | 4 Comments on 8 Things that Stand Out in the New ITIL Practitioner Guidance Book

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About me

Joe

So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.