Stephen Mann

Principal Analyst and Content Director at

Stephen is an independent IT and IT Service Management content creator who started contributing to the TOPdesk blog in 2019. He specializes in IT Service Management, ITIL, IT Asset Management, and IT Financial Management. Stephen is also the Principal Analyst and Content Director at the ITSM-focused industry analyst firm

ITAM vs ITSM – how they differ and complement each other

Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?

What the perfect shared services manager looks like

What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.

A shared services model – the next evolution of ESM

How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).

5 SLA best practices for better business outcomes

Discover how to make your Service Level Agreements actually work with industry expert Stephen Mann’s five SLA best practices.

What happened to the ITIL service lifecycle in ITIL 4?

Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.

5 ITIL incident management best practices

How can your IT service desk create even more value? Stephen Mann shares five ITIL incident management best practices that’ll improve your IT service desk.

10 practical ITIL problem management tips to help you get started

How can you justify adopting problem management? Read these 10 practical problem management tips to get started.

ITIL problem management: can ITIL 4 finally fix the problem?

Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.

You might also be interested in

What is ESM, and what is its value for your organization?

ESM, or Enterprise Service Management, means working together with service departments such as IT, Facilities, or HR. Read how it benefits organizations.

What does Shift Left mean for ITSM?

The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.

4 ways Game of Thrones teaches us about customer experience

It’s been a couple years since the completion of HBO’s hugely successful series, Game of Thrones. If you haven’t seen it yet, don’t worry: We won’t spoil the ending for you! Instead, we’d like to share some surprising wisdom that the series’ characters impart about customer experience.