Stephen Mann

Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. 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.

The Change Enablement Practice: What Changed with Change in ITIL 4

To help you to understand the key differences between change management and change enablement, we've outlined 6 key differences.

How Enterprise Service Management Provides the Platform for Your Organization’s Digital Transformation

There’s no doubt that the global pandemic has accelerated corporate digital transformation strategies. Learn how enterprise service management can power that transformation.

What is a Self Service Portal? How it can Expand Beyond IT Support

A self-service portal refers to a web-based platform that allows a customer or employee to access resources and information. Read more about it!

Why Knowledge Management is Important for Organizations

Effective knowledge management through IT self-service can help augment the capabilities of your employees. Learn about the benefits!