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Articles By

Stephen Mann

Principal and Content Director at ITSM.tools

Enterprise Service Management

What the perfect shared services manager looks like
By Stephen Mann on October 22, 2020

Industry expert Stephen Mann shares the seven most important day-to-day responsibilities of a shared services manager and the personal traits that set apart those who thrive in this role.

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Enterprise Service Management

A shared services model – the next evolution of ESM
By Stephen Mann on September 10, 2020

Industry expert Stephen Mann is back with another blog. Today, he explains how a shared services model extends the benefits of Enterprise Service Management (ESM) for your organization....

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Metrics & KPIs

5 SLA best practices for better business outcomes
By Stephen Mann on May 28, 2020

Industry expert Stephen Mann is back with another blog! Today, he shares what makes or breaks your Service Level Agreements (SLAs). Discover how to use SLAs in your organization with...

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ITSM Processes

What happened to the ITIL service lifecycle in ITIL 4?
By Stephen Mann on March 26, 2020

Industry expert Stephen Mann is back with another blog. This time, he’s going to talk about what happened to the ITIL service lifecycle in ITIL 4 – and what that means for you. Happy...

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ITSM Processes

5 ITIL incident management best practices
By Stephen Mann on March 12, 2020

In his previous blog, industry expert Stephen Mann shared ten practical problem management tips. Today, he’s going to talk about ITIL incident management: an important foundation of any...

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ITSM Processes

10 practical ITIL problem management tips to help you get started
By Stephen Mann on February 13, 2020

In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption levels are so low – and why that’s a problem. Today, Stephen shares ten practical...

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ITSM Processes

ITIL problem management: can ITIL 4 finally fix the problem?
By Stephen Mann on January 16, 2020

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

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