Steven Mann

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Practical ITSM Advice: Defining Availability For An IT Service

Steven Mann May 6, 2013
As a follow up to his presentation at the 2013 itSMF Norway conference, Stuart Rance of HP has kindly donated some practical advice for those struggling with availability. Many IT organizations define availability for IT services using a percentage (e.g. 99.999% or “five 9s”) without any clear understanding of what the number means, or how […]
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The Top 10 IT Service Management Challenges For 2013 — But What Did You Achieve In 2012?

Steven Mann December 24, 2012
This time last year I wrote a blog entitled Top 10 IT Service Management Challenges For 2012: More Emphasis On The “Service” And The “Management,” which has racked up a healthy 10,000+ reads since. It spoke of three high-level challenges: Increased business scrutiny: the need for IT cost transparency and business-value demonstration. Increased business (and customer) […]
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12 Pieces Of Advice For IT Service Desks – From A Customer!

Steven Mann June 28, 2012
Following the recent announcement of Forrester’s Voice of the Customer winners and while we wait for the release of a new Forrester book on Outside-In thinking, it seemed an opportune moment to look at the IT service desk from the perspective of its customers (or end users if you are still that way inclined). So […]
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IT Service Management AND Automation: Now That’s A Double Whammy Of Business-Enabling Goodness

Steven Mann June 21, 2012
A recent Forrester report helps IT infrastructure and operations (I&O) leaders understand the business and IT impact of service management and automation (SMA). While both IT service management (ITSM) and automation can be used effectively in isolation, I&O organizations should be seeking to use them in tandem for an "amplified" business impact. The General Benefits […]
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Defining IT Service Management – Or Is That “Service Management”?

Steven Mann March 30, 2012
IT service management (ITSM) has a number of definitions from a variety of sources. Starting with the ITIL (the ITSM best practice framework)-espoused definition: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process […]
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It’s Time To Realize That “ITIL Is Not The Only Fruit”

Steven Mann February 21, 2012
“ITIL, ITIL, ITIL” is all that many of us hear these days when it comes to improving IT service management (ITSM) maturity or the availability of ITSM good/best practice and guidance (for the “Little Britain” fans out there imagine Tom Baker reading this intro). Many talk (and write) about the alternative or complementary frameworks, methodologies, […]
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Benchmarking The IT Service Desk – Where Do You Stand?

Steven Mann August 18, 2011
A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit excited. SysAid, a provider of IT help desk and customer service software solutions, has provided me with a […]
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Where Is All The Incident Classification Best Practice?

Steven Mann July 12, 2011
I recently spoke with a Forrester I&O client looking for “incident classification best practice.” I knew that I should have had knowledge of this, or at least access to it, but all I had was a loose set of guiding principles that are probably more “common sense” rather than “best practice.”  I was happy to […]
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