What can we help you with?

Supercharged PAM

Combine the best of Session Management and Credential Management solutions at a new, incredible value!

Learn More Learn More

What is BeyondTrust?

Get a closer look inside the BeyondTrust identity & access security arsenal.

Learn More Learn More

Gartner Peer Insights

Find out how customers & analysts alike review BeyondTrust.

Learn More Learn More

Go Beyond Customer & Partner Conference

Our biggest customer conference of the year is happening in Miami and virtually on May 1-5, 2023.

Learn More Learn More

Watch Our Video

Find out more about our integrations.

Learn More Learn More

Leader in Intelligent Identity & Secure Access

Learn how BeyondTrust solutions protect companies from cyber threats.

Learn More Learn More

Featuring guest speaker, Principal Analyst and Content Director at ITSM.tools, 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:

Photograph of Stephen Mann

Stephen Mann, ​IT Service Management Expert and Principal Analyst and Content Director at ITSM.tools

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