Stephen Mann
@stephenmann
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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
Joined September 2008
We take a snapshot of the #ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers are (or were). We'd appreciate you taking 1 minute or less to complete it. Thanks. https://t.co/Qeu8gzQbXI
docs.google.com
How do you feel about your ITSM tool and what was/is the main reason for your company last changing or now wanting to change its ITSM tool?
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This piece by @IanAitchison could be one of the most important #ITSM and #ITsupport articles about #AI adoption you read this year. https://t.co/551fhSP77q
itsm.tools
Discover two of the biggest ITSM risks for 2026 - including Shadow Vibe Apps - and how IT leaders can avoid being “cooked or burnt.”
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Is AI making a difference in #ITSM? This year’s State of ITSM report from @solarwinds takes a close look at how service teams are adapting to new tools, especially generative #AI (#GenAI), and what measurable results they’re seeing. https://t.co/REL4CfUPe8
itsm.tools
How the 2025 State of ITSM Report shows GenAI cuts ticket resolution times by 54%, saving thousands of hours, and redefining IT efficiency.
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IBM licensing audits are among the most meticulous in the IT industry. However, with sound preparation, cross-functional collaboration, and a proactive mindset, you can navigate the audit process effectively to protect your organization. https://t.co/qUhrLN4RWH
#ITSM #ITAM
itsm.tools
Prepare and negotiate effectively in an IBM licensing audit. Learn proven ITAM and ITSM strategies to protect compliance and minimize costs.
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Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve employee experience, and cut operational costs. https://t.co/LFx2nE6i7Z
#ITSM
itsm.tools
Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve EX, and cut operational costs.
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When your #ITSM tool reaches EOL, your organization faces both a challenge and an opportunity. This article explains more (and what to do). https://t.co/SDGDax1uFi
itsm.tools
When your ITSM tool reaches EOL, your organization faces both a challenge and an opportunity. This article explains more (and what to do).
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The last #AI in #ITSM survey we ran with @HCLSoftware didn't include all the correlations we discovered. Instead, they are shared in this article - AI in ITSM Survey Correlations: Key Insights and Global Trends https://t.co/vpZdFM0xTY
itsm.tools
Discover key AI in ITSM survey correlations, global adoption trends, and insights on AI efficiency, trust, and Agentic AI adoption.
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Given the complexity of corporate IT infrastructures, your IT staff may face challenges in managing system and network performance while ensuring end-user experiences meet SLAs and services aren't disrupted. If so, #ITOM and #ITSM integration will help. https://t.co/oA2fRc81ZL
itsm.tools
Learn how integrating ITOM and ITSM improves service reliability, enables proactive incident management, and boosts operational efficiency.
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#IBM license audits are high-pressure engagements that test the maturity of your #SAM and #ITgovernance capabilities. The key isn’t just technical accuracy. Instead, it’s the effectiveness of process control, risk management, and strategic communication. https://t.co/x7VGV1Cjti
itsm.tools
An IBM license audit isn’t just about technical accuracy. Instead, it needs process control, risk management, and strategic communication.
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We talk endlessly about processes, tools, and technology in #ITSM. But here’s what we don’t talk about enough: the #mentalhealth of the #people actually doing the work. In this article, @SophieDanby explains what and how things need to change.
itsm.tools
In ITSM, we talk about processes and tools, but rarely about the mental health of people. This article explains what needs to change and how.
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In Q2 2025, @HCLSoftware and @itsm_tools ran an #AI-focused survey; this article presents some of the results from a report called The State of AI in #ITSM 2025. The full report can be downloaded using the links in the article. https://t.co/RXATAO7Ls3
itsm.tools
In Q2 2025, HCLSoftware and ITSM.tools ran an AI-focused survey; here are some results from the report called The State of AI in ITSM 2025.
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For some organizations, SaaS adoption might have gotten out of control. This independence, so wonderful for responsiveness, has given rise to an entirely new breed of SaaS headaches. This article explains how best to tackle it. #ITSM #ShadowIT
https://t.co/yuoiOKartG
itsm.tools
For many organizations, unofficial SaaS use is now out of control. This article explains how best to tackle these Shadow IT subscriptions.
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Jiten Rajani, Marketing Director of @HCLSoftware, and I will be talking about the current state of #AI adoption in #ITSM in this webinar: https://t.co/EUq0ecl8ay We'll cover ITSM challenges, AI in ITSM tools, AI adoption insights, and more. Please join us. Thanks :)
brighttalk.com
AI adoption in ITSM isn’t just accelerating—it’s reshaping how IT delivers value. From boosting productivity to enabling Agentic AI, the decisions IT leaders make today will define their competitiv...
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Maximizing the value of #IBM license costs while avoiding unplanned and unbudgeted costs is a core concern for both #ITAM and #ITSM professionals. This article offers 10 tips for better controlling your IBM license costs. https://t.co/1sZllRwUy7
itsm.tools
Maximizing the value of software is a core concern for IT professionals. This article offers 10 tips for controlling IBM license costs.
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Every couple of years, we run a short poll to understand whether organizations are changing their #ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.
itsm.tools
Understanding whether organizations are changing ITSM tools is important. This article shares our 2025 ITSM tool churn poll results.
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Thanks to everyone who responded to our #ITSM tool churn poll. Here's a teaser title for the resulting blog/article on @itsm_tools ITSM Tool Churn in 2025 – It’s Better News
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Hedera’s architecture routes activity through its Hashgraph consensus, enabling high throughput and low-latency finality Core services—Consensus, Token, and Smart Contracts—support Payments, DeFi, NFTs, and Decentralized ID All governed by the Hedera Council
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Having tried again with @X support with no joy, it looks like the @ITSM_tools handle is now dead, as we can't access it. Same response as before - not the account holder. It's odd given that I still have the Twitter email from 2016 to confirm the creation of the account.
We've not been able to post to the @itsm_tools account since June. It seemed a simple fix to lift the imposed 2FA. We were told it was done, but it wasn't. Now we're (me) told we aren't the account holder. Whether this is a human or #AI replying, it's shocking "customer" service.
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We've not been able to post to the @itsm_tools account since June. It seemed a simple fix to lift the imposed 2FA. We were told it was done, but it wasn't. Now we're (me) told we aren't the account holder. Whether this is a human or #AI replying, it's shocking "customer" service.
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The @HappySignalsLtd Global IT Experience Benchmark Report 2025 is a comprehensive snapshot of how employees experience IT services and how organizations are using that data to create better, more people-centric support. This article explains more. #ITSM
https://t.co/6NoP3BZd6o
itsm.tools
The HappySignals Global IT Experience Benchmark Report 2025 is a comprehensive snapshot of how employees experience IT services.
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