Stephen Mann
- Principal Analyst & Content Director | Keynote Speaker
- ITSM.tools
- https://www.itsm.tools/
Stephen is Principal Analyst and Content Director at the ITSM.tools. He is also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.
Sessions
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“It’s Not You, It’s Me”: Why Changing Your ITSM Tool Might Not Fix Your ITSM Issues (EN)
Organisations often rush to replace their ITSM tool to improve service management capabilities, only to find the same issues persist. This presentation explores the root causes of ITSM tool dissatisfaction and offers practical guidance on building a stronger service management foundation before reaching for a new tool as a “silver bullet.”