Stephen Mann

Posts by Stephen Mann

Why Your Enterprise Service Management Initiative Needs Organizational Change Management

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3 Tips for Identifying the Right IT Service Desk Improvements

3 Tips for Identifying the Right IT Service Desk Improvements

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Strategic vs Tactical Enterprise Service Management Explained

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Enterprise Service Management (ESM) – “the use of IT service management (ITSM) principles and capabilities in other business areas to improve performance, service, and outcomes” – continues to grow in popularity. If we consider this in the context of how the adoption of ITSM best prac …

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8 Key Insights to Understanding Enterprise Service Management

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An Introduction to Enterprise Service Management

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We often struggle in life because someone assumes that we know more than we do. Or because we’re “late to the party,” when we have to join in with everyone else, but we don’t totally know what we’re doing (and perhaps the “why” too).

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Are You Having the Right Conversations About Your ITSM Tool?

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As discussed in our previous blog, ITSM tool use and replacement landscapes are changing all the time. Either organizations are using the same tool for years, or they are stuck in a "merry-go-round", changing their tool every few years because each one doesn’t deliver on its promises.

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ITSM Tools Have Changed But Have You?

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Believe it or not, IT service management (ITSM) tools have now been commercially available for three decades. And much has changed – technology-wise – in this time, from the technologies that are being managed (using the tools and ITSM best practices), through the capabilities (and su …

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