Stephen Mann

Principal Analyst and Content Director at ITSM.tools
itsm.tools

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 ITSM.tools.

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?

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Shared Services Manager

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.

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Shared services in action

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).

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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.

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ITIL Service Lifecycle

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.

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ITIL incident management best practices

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.

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Problem management tips

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.

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ITIL problem management

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.

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4 things Game of Thrones teaches us about customer experience

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Merging service desks

This should be your #1 priority when merging service desks

Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key is drafting a service catalogue together. Here’s why.

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