Author Archives: Stephen Mann


Two telephones

Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?

IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are “bending over backwards” to improve the quality of IT support and, increasingly, the end user, employee, or customer experience. Such service desks are likely charged with delivering [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

Happy and sad support agents

The Changing Landscape of IT Service Desk Contact Channels

Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

Customer Service

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 [...]

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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 | 5 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.