Stephen Mann

Chatty man who loves to talk, write and tweet about #ITSM, #IT, #servicedesk, #custserv, #tech & life. Now back as an ITSM industry analyst with @ITSM_tools #AR

[Stephen Mann @stephenmann]

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”
https://t.co/bnwYTSpfK8
A new @itsm_tools article by Yuri Kudyn

#ITSM #ITservicedesk #waste #closure

[Stephen Mann @stephenmann]

ITIL: Best Practice or Business Necessity? Why Service Management Prevents Technology Waste
https://t.co/w8Ix6vh6Kk
A new @itsm_tools article.

#ITSM #ITIL #ITILv5

[Stephen Mann @stephenmann]

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling
https://t.co/XtGZskwrn4
A new @itsm_tools article by Manish Sharma of @rezolve_ai

#ITSM #AI #ITservicedesk

[Stephen Mann @stephenmann]

Revamping Traditional IT Budgets: The Practical Fix for Exploding AI Spending
https://t.co/zXPvysc5WB
A new @itsm_tools article by Erhan Giral of @BMCHelix

#AI #AIcosts #ITSM

[Stephen Mann @stephenmann]

@Freshworks’ rise to Leader in the Gartner MQ for ITSM Platforms shouldn’t be overlooked. Comparing the 2026 to 2022 vendor positions is a good indicator of its market momentum.
#ITSM #MagicQuadrant #Freshworks #PartneredwithFreshworks
https://t.co/LspeoEdMDA via @LinkedIn

[Stephen Mann @stephenmann]

How Hard Is It to Change Your ITSM Platform?
https://t.co/w0YJKd8Bcd
A new @itsm_tools article by Matt Austin of Automiq

#ITSM #ITSMtools

[Stephen Mann @stephenmann]

Your License Model Is Quietly Choosing Who Gets To Log Work
https://t.co/tkj6sGyeVV
A new @itsm_tools article by @Maxdeskai

#ITSM #ITSMtools #Licensing

[Stephen Mann @stephenmann]

ITIL 4 Business Analysis Management Explained
https://t.co/Bo0w2DzM77
A new @itsm_tools article by @SophieDanby, ITIL (Version 5) help will be forthcoming.

#ITSM #ITIL

[Stephen Mann @stephenmann]

ServiceDesk Plus in Iran: Never an Official ManageEngine Partner, but Two Decades of Building the Market Anyway
https://t.co/9zo32nJkqz
A new @itsm_tools article by Hadi Ahmadi of MedaNet

#ITSM #ManageEngine

[Stephen Mann @stephenmann]

AI is Helping ITSM Teams. So Why Does the Work Still Feel Heavier?
https://t.co/RbNcDAVXAF
A new @itsm_tools article by Lauren Okruch of @solarwinds

#ITSM #servicedesk #AI #ITIL

[Stephen Mann @stephenmann]

When the System Works and the Service Still Fails
https://t.co/pum8MzKYFy
A new @itsm_tools article by Mark Patnaude

#ITSM #Service #ServiceFailure

[Stephen Mann @stephenmann]

How to Build a Custom Ticketing Workflow Inside a Slack Channel
https://t.co/F8aMOl4zoh
A new @itsm_tools article by Taylor Halliday of @RavennaHQ

#ITSM #AI #Slack

[Stephen Mann @stephenmann]

Agentic AI Governance: How Do We Govern What We Didn’t Design?
https://t.co/8tYOt9Y0tA
A new @ITSM_tools article by Jon Stevens-Hall of @BMCHelix

#AI #ITSM #BMCHelix #AgenticAI

[Stephen Mann @stephenmann]

Before You Trust an AI Agent, Trust Your Data Layer
https://t.co/J38omjSSva
A new @itsm_tools article by Salil Kulkarni of @VirimaTech

#AI #ITSM #AIagents

[Stephen Mann @stephenmann]

Want Better ESM Adoption? Stop Suggesting ESM
https://t.co/KHpDIdkIWy
A new @itsm_tools article by @mattberan

#ESM #ITSM

[Stephen Mann @stephenmann]

The 2026 Gartner Magic Quadrant for IT Service Management Platforms: What Changed Between 2022 and 2026
https://t.co/xh8bu6zaYQ
Where #Gartner places different #ITSM tool vendors in the marketplace has definitely changed since the last ITSM Platform MQ in 2022.

[Stephen Mann @stephenmann]

Service Management Has Outgrown the IT Department
https://t.co/35yzxrpsvw
A new @itsm_tools article by @SophieDanby that provides an overview of a Conversations with Giants chat between @itilso and @jour_civil

#ITSM #servicemanagement #ITIL #ConversationswithGiants

[Stephen Mann @stephenmann]

Hiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead
https://t.co/H5OcheEZUh
A new @itsm_tools article by Michael Privat

#Hiring #Recruitment

[Stephen Mann @stephenmann]

Bridging the Gap Between ITSM Records and Physical Device Handoffs
https://t.co/INhgxANSFJ
A new @itsm_tools article by @Gnatyuk2Marina of @LocknCharge

#ITSM #ITAM #assets

[Stephen Mann @stephenmann]

Your ITSM AI Agent Isn’t the Problem – Your Data Is
https://t.co/GfPjeARHT3
A new @itsm_tools article by Ian Cox of Four Dragons

#ITSM #AI #ITSMtools