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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)