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

IT help desks and IT service management (ITSM) tools have evolved dramatically over the last 30 years. Today’s IT service and support professionals should expect, and demand, more from their support tool(s). But in assessing tools and features, how do you distinguish between what’s nice-to-have versus what’s truly must-have?

In this webinar, join ITSM industry analyst Stephen Mann as he discusses:

  • The technology and cultural trends shaping help desks
  • The five key factors influencing support tool change, and what it means for those selecting and using the tools How to measure the success of your support tool(s)

CPE Credit Qualification: Many of our webinars qualify as CPE credit. Please provide your (ISC)2 ID certificate number when you register for the webinar and your CPEs will automatically be added to your (ISC)2 account within 4-6 weeks.

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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.