@stephenmann profile picture
Stephen Mann @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

Joined September 2008
  • Tweets 36,623
  • Following 333
  • Followers 6,997
2,086 Photos and videos
The Ticketless Enterprise: How AI Agents Prevent Work Instead of Processing It itsm.tools/ticketless-enterp… #ITSM #AI #AgenticAI

The Ticketless Enterprise: How AI Agents Prevent Work Instead of Processing It

How AI agents enable a ticketless enterprise - preventing IT issues, reducing costs, and transforming ITSM with automation and truth.

itsm.tools
29
We have a new service management tool Solution Snapshot on @ITSM_tools: Provance ServiceTeam ITSM Enterprise 3.0 itsm.tools/provance-servicet… #ITSM #Microsoft #Provance

Provance ServiceTeam ITSM Enterprise 3.0

This ITSM.tools Solution Snapshot is an in-depth review of the Provance ServiceTeam ITSM Enterprise 3.0 IT Service Management (ITSM) tool.

itsm.tools
22
Agentic IT and Third-Party Risk: Why Trusted Runtime Truth Matters itsm.tools/trusted-runtime-t… A new article on @itsm_tools #ITSM #AI #AgenticAI

Agentic IT and Third-Party Risk: Why Trusted Runtime Truth Matters

Agentic IT and third-party risk both depend on Trusted Runtime Truth, dependency intelligence, and accurate service visibility.

itsm.tools
26
SLA Compliance is Misleading: How to Measure True IT Service Health itsm.tools/sla-compliance-vs… #ITSM #SLAs #servicemanagement

SLA Compliance is Misleading: How to Measure True IT Service Health

SLA compliance can hide service issues. Flow metrics - like cycle time, reassignments, and blockages - reveal true ITSM performance.

itsm.tools
1
29
The State of Agentic AI in ITSM 2026: Adoption Trends, Benefits, and Challenges itsm.tools/state-of-agentic-… More will follow including a webinar with and report by @HCLSoftware #ITSM #AgenticAI #AI

The State of Agentic AI in ITSM 2026: Adoption Trends, Benefits, and Challenges

Discover the latest Agentic AI adoption trends in ITSM, including benefits, challenges, use cases, and insights from the 2026 industry survey.

itsm.tools
1
37
How ISO 20000 Has Stayed Useful for Twenty Years itsm.tools/iso-20000/ A new article by @SophieDanby based on a conversation between Lynda Cooper and @jour_civil #ITSM #ISO20000

How ISO 20000 Has Stayed Useful for Twenty Years

Lynda Cooper has edited ISO 20000 for over a decade. She thinks its most useful move was to stop telling people how to do service management.

itsm.tools
1
1
53
Why One in Four Enterprise AI Agent Deployments Aren’t Paying Back itsm.tools/ai-agent-deployme… A new article by @SophieDanby #AI #ITSM

Why One in Four Enterprise AI Agent Deployments Aren’t Paying Back

AI agent deployment is now mainstream, but new research shows 25% of programs aren’t paying back. Here’s what the 71% are doing right.

itsm.tools
1
20
Self-Healing ITSM: Are We Entering the Era of Autonomous Service Management? itsm.tools/self-healing-itsm… #ITSM #AI

Self-Healing ITSM: Are We Entering the Era of Autonomous Service Management?

Explore how self-healing ITSM uses AI to automate incident resolution, reduce costs, and transform service management.

itsm.tools
1
42
Jitin Rajani and I will be talking about the results of our latest #AI and #ITSM survey on 17 June. If you have an interest and are available, please join us...
HCLSoftware@HCLSoftware
May 29
HCLSoftware and ITSM.tools surveyed 256 ITSM professionals on the future of AI in ITSM. 69% say trust in AI has increased, but only 2% report fully autonomous AI use cases. Register now: hclsw.co/kxb6ax #HCLSoftware #HCLBigFix
2
52
Why Co-Managed IT Is Replacing Staff Augmentation for ERP Support Teams itsm.tools/co-managed-it-vs-… #ITSM #ERP

Why Co-Managed IT Is Replacing Staff Augmentation for ERP Support Teams

Learn why ERP teams are replacing staff augmentation with co-managed IT to reduce backlog, improve MTTR, and reclaim capacity.

itsm.tools
1
43
Blogging Tips for ITSM Professionals (Plus How to Use AI Effectively) itsm.tools/itsm-blogging-tip… This is based on something written over a decade ago, importantly updated to reflect the use of AI in blogging. #ITSM #AI

Blogging Tips for ITSM Professionals (Plus How to Use AI Effectively)

Discover practical ITSM blogging tips and how to use AI tools to write faster, improve SEO, and grow your audience.

itsm.tools
1
44
Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) & Agile) itsm.tools/security-stories-… #ITSM #security #infosec #securitystories

Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) &...

How Security Stories help embed security into ITIL (Version 5) service design, improving risk management, quality, and resilience.

itsm.tools
62
From Reactive ITSM to Proactive IT Operations: The Role of Unified Endpoint Management (UEM) itsm.tools/uem-reactive-itsm… A new article from @ME_ITSM #ITSM #UEM #ITOps

From Reactive ITSM to Proactive IT Operations: The Role of Unified Endpoint Management (UEM)

Discover how UEM helps IT teams shift from reactive ITSM to proactive operations using telemetry, automation, and endpoint remediation.

itsm.tools
1
57
Agentic AI in ITSM: Why Removing Human Judgment Increases Risk itsm.tools/agentic-ai-itsm-h… #ITSM #AI

Agentic AI in ITSM: Why Removing Human Judgment Increases Risk

Most ITSM environments aren’t ready for Agentic AI. Learn how removing human judgment increases risk, and what to fix before automating.

itsm.tools
1
57
SITS26 Recap: Key ITSM, AI, and Service Management Insights from London itsm.tools/sits26-itsm-ai-se… A new article by @vawns #ITSM #SITS26 #AI

SITS26 Recap: Key ITSM, AI, and Service Management Insights from London    

Discover some of the biggest ITSM, AI, automation, change management, and employee experience insights shared at SITS26 in London.

itsm.tools
2
50
ITSM is Dead? Why Service Management Keeps Outliving Its Obituaries A new article by @SophieDanby based on an interview between @barclayrae and @jour_civil itsm.tools/service-managemen… #ITSM #ITIL

ITSM is Dead? Why Service Management Keeps Outliving Its Obituaries

Service management has been pronounced dead every few years for 35 years. Barclay Rae explains why the obituaries keep missing the point.

itsm.tools
2
73
The CTO Checklist for AI-Ready IT Operations in 2026 itsm.tools/the-cto-checklist… A new article by Rui Alves of CoreITSM #ITSM #AI #CTO #CIO

The CTO Checklist for AI-Ready IT Operations in 2026

CTOs getting real value from AI are doing something different: building connected operational ecosystems - a single operational layer.

itsm.tools
69
How ITSM Supports Compliance Management and Audit Readiness itsm.tools/itsm-compliance-m… A new article by Mahati Dwibhashi of @ME_ITSM #ITSM #GRC #Compliance

How ITSM Supports Compliance Management and Audit Readiness

Discover how ITSM platforms help support compliance management through audit trails, approvals, incident records, and workflow governance.

itsm.tools
1
41
From VIPs to VIRs: Rethinking IT Support Prioritization for Business Impact itsm.tools/vir-vs-vip-it-sup… #ITSM #ITsupport #HelpDesk #ITservicedesk

From VIPs to VIRs: Rethinking IT Support Prioritization for Business Impact

Are VIP lists outdated in IT support? Learn how Very Important Roles (VIRs) improve ITSM prioritization by focusing on real business impact.

itsm.tools
1
50
AI, Transformation, and What Comes First - a new ITSM article by @SophieDanby based on a knowledge sharing conversation between @kaimarkaru and @jour_civil itsm.tools/ai-transformation… #ITSM #AI

AI, Transformation, and What Comes First

Kaimar Karu, lead author of ITIL Practitioner and ITIL: How to Implement, on AI, transformation, and what most organizations get wrong.

itsm.tools
2
65
Load more