Author Archives: Stephen Mann


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 rather than a voicemail account (and even then, this might have only been to log their issue). They could send an email, but the available IT support personnel […]

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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 | 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.