IT service desks are being pressed to not only improve service quality and speed, but also reduce costs. It requires a transformation across service desk strategies, the traditional ways of working, people capabilities and performance measures, and the technology-enabled capabilities employed. But what does this require in practical terms?

Join ITSM authority, Stephen Mann, of, for this on-demand webinar to:

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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.

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Duane Simms, Senior Product Manager

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Jessica Bell, Product Line Manager, Cherwell

Jessica is a product line manager at Cherwell with several years of experience managing engineering and development in the enterprise software industry. At Cherwell, she manages the product development of the service management solution, content built on the platform, and integrations connected to the platform.

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