Presenter Photo

Featuring guest speaker, Principal Analyst and Content Director at, Stephen Mann

Service desk teams commonly rely on a portfolio of metrics (average call handling time, etc.) to try to gauge performance. While these are the best metrics many service desks have, they typically provide an incomplete picture of performance. At worst, some of the common measurements provide a false sense of security regarding performance and impede service desk teams from better serving customers.

In this webinar, ITSM expert Stephen Mann will take you through a deep dive into understanding your IT service desk’s performance. You will learn:

  • How to measure what customers actually find important with their service desk engagements
  • How to balance and meet different stakeholder (internal/external) expectations
  • 8 recommendations for boosting the value your service desk delivers

Stephen Mann

​IT Service Management Expert and Principal Analyst and Content Director at

Principal and Content Director at the ITSM-focused industry analyst firm 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.