@stephenmann

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

 Peterborough
itsm.tools
Joined September 2008
  • Tweets36.6K
  • Following331
  • Followers7K
2.1KMedia
Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed” itsm.tools/closure/ A new @itsm_tools article by Yuri Kudyn #ITSM #ITservicedesk #waste #closure

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”

SLA dashboards stop at resolution, not closure. Redesign your IT service desk board to catch the waste hiding between resolved and closed.

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ITIL: Best Practice or Business Necessity? Why Service Management Prevents Technology Waste itsm.tools/itil-in-iran-best… A new @itsm_tools article. #ITSM #ITIL #ITILv5

ITIL: Best Practice or Business Necessity? Why Service Management Prevents Technology Waste

Why the oil and gas industry in Iran keeps buying technology without managing it, and what a two-layer ITIL approach fixes.

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Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling itsm.tools/service-desk-auto… A new @itsm_tools article by Manish Sharma of @rezolve_ai #ITSM #AI #ITservicedesk

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling

Most IT service desk automation speeds up ticket handling, not resolution. Here is the outcome ladder and metrics that tell the two apart.

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Revamping Traditional IT Budgets: The Practical Fix for Exploding AI Spending itsm.tools/revamping-traditi… A new @itsm_tools article by Erhan Giral of @BMCHelix #AI #AIcosts #ITSM

Revamping Traditional IT Budgets: The Practical Fix for Exploding AI Spending

AI costs are spiraling because budgets were built for per-seat SaaS, not per-token inference. Intelligent model routing is a practical fix.

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How Hard Is It to Change Your ITSM Platform? itsm.tools/how-hard-is-it-to… A new @itsm_tools article by Matt Austin of Automiq #ITSM #ITSMtools

How Hard Is It to Change Your ITSM Platform?

A churn poll, a cost analysis, and 5 factors that decide whether switching your ITSM platform solves anything or just relocates the issue.

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Your License Model Is Quietly Choosing Who Gets To Log Work itsm.tools/your-license-mode… A new @itsm_tools article by @Maxdeskai #ITSM #ITSMtools #Licensing

Your License Model Is Quietly Choosing Who Gets To Log Work

The per-agent ITSM tool license model looks like a finance decision, but it decides who can log a ticket and what disappears from your data.

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ITIL 4 Business Analysis Management Explained itsm.tools/itil-4-business-a… A new @itsm_tools article by @SophieDanby, ITIL (Version 5) help will be forthcoming. #ITSM #ITIL

ITIL 4 Business Analysis Management Explained

Business Analysis Management is the ITIL 4 practice for working out what an organization needs and recommending a solution that meets it.

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ServiceDesk Plus in Iran: Never an Official ManageEngine Partner, but Two Decades of Building the Market Anyway itsm.tools/servicedesk-plus/ A new @itsm_tools article by Hadi Ahmadi of MedaNet #ITSM #ManageEngine

ServiceDesk Plus in Iran: Never an Official ManageEngine Partner, but Two Decades of Building the...

Almost 20 years spent building ManageEngine and ServiceDesk Plus awareness in Iran, blocked from an official partnership by sanctions.

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AI is Helping ITSM Teams. So Why Does the Work Still Feel Heavier? itsm.tools/ai-is-helping-its… A new @itsm_tools article by Lauren Okruch of @solarwinds #ITSM #servicedesk #AI #ITIL

AI is Helping ITSM Teams. So Why Does the Work Still Feel Heavier?

SolarWinds surveyed 844 IT pros: 84% say AI met ROI goals, yet 52% report higher work levels. Here's what the 2026 State of ITSM report found

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When the System Works and the Service Still Fails itsm.tools/service-failure-w… A new @itsm_tools article by Mark Patnaude #ITSM #Service #ServiceFailure

When the System Works and the Service Still Fails

Service failure: A tech leader recounts how his wife was wrongly declared dead and what it reveals about measuring service outcomes.

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How to Build a Custom Ticketing Workflow Inside a Slack Channel itsm.tools/how-to-build-a-cu… A new @itsm_tools article by Taylor Halliday of @RavennaHQ #ITSM #AI #Slack

How to Build a Custom Ticketing Workflow Inside a Slack Channel

Turn a chaotic Slack channel into a trackable ticketing workflow using Workflow Builder, and know when to outgrow it.

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Agentic AI Governance: How Do We Govern What We Didn’t Design? itsm.tools/agentic-ai-govern… A new @ITSM_tools article by Jon Stevens-Hall of @BMCHelix #AI #ITSM #BMCHelix #AgenticAI

Agentic AI Governance: How Do We Govern What We Didn’t Design?

Agentic AI systems develop behavior nobody designed. This explores what governance must become when actions can’t be specified in advance.

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Before You Trust an AI Agent, Trust Your Data Layer itsm.tools/before-you-trust-… A new @itsm_tools article by Salil Kulkarni of @VirimaTech #AI #ITSM #AIagents

Before You Trust an AI Agent, Trust Your Data Layer

AI agents fail in ITSM not because of the model, but because the data layer isn’t current, complete, or explainable.

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Want Better ESM Adoption? Stop Suggesting ESM itsm.tools/want-better-esm-a… A new @itsm_tools article by @mattberan #ESM #ITSM

Want Better ESM Adoption? Stop Suggesting ESM

Matt Beran argues that pitching Enterprise Service Management (ESM) by name is what kills adoption, and explains what to do instead.

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The 2026 Gartner Magic Quadrant for IT Service Management Platforms: What Changed Between 2022 and 2026 itsm.tools/the-2026-gartner-… Where #Gartner places different #ITSM tool vendors in the marketplace has definitely changed since the last ITSM Platform MQ in 2022.

The 2026 Gartner Magic Quadrant for IT Service Management Platforms: What Changed Between 2022 and...

Freshworks jumped to Leader, Ivanti dropped out. Here's how vendor positions shifted in the 2026 Gartner Magic Quadrant for ITSM Platforms.

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Service Management Has Outgrown the IT Department itsm.tools/service-managemen… 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

Service Management Has Outgrown the IT Department

Why service management now runs across the whole organization, why the tools and teams are fragmented, and where the valuable work has moved.

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Hiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead itsm.tools/why-hiring-potent… A new @itsm_tools article by Michael Privat #Hiring #Recruitment

Hiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead

Is experience still the best hiring metric? Discover why AI is shifting us toward adaptability, curiosity, ownership, and long-term potential

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Bridging the Gap Between ITSM Records and Physical Device Handoffs itsm.tools/itsm-device-hando… A new @itsm_tools article by @Gnatyuk2Marina of @LocknCharge #ITSM #ITAM #assets

Bridging the Gap Between ITSM Records and Physical Device Handoffs

How to connect ITSM records with physical device handoffs to improve asset tracking, strengthen ITAM processes, and reduce lost devices.

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Your ITSM AI Agent Isn’t the Problem – Your Data Is itsm.tools/itsm-ai-agent-cmd… A new @itsm_tools article by Ian Cox of Four Dragons #ITSM #AI #ITSMtools

Your ITSM AI Agent Isn’t the Problem – Your Data Is

Learn why ITSM AI agents fail in production and how improving CMDB data quality, governance, and ITSM skills delivers better AI performance.

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Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free itsm.tools/get-the-2026-gart… A new @itsm_tools article by @SophieDanby #ITSM #Gartner #Forrester #IDC #ITSMtools

Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free

Download the 2026 Gartner Magic Quadrant for ITSM platforms for free, along with Forrester and IDC reports on AIOps, ESM, and ITAM tools.

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