So, 2020 is finally here. In many ways, it’s no different to any other year for the IT service desk, full of challenges to tackle and potential opportunities to improve service and support capabilities. IT service desks are increasingly pressured to be “better, faster, cheaper” and the higher volume of employee (or customer) issues and requests is also making IT support life harder. That’s why service desk improvements in 2020 should focus on empowering IT support workers, so they can more easily and efficiently do their jobs.

Please join ITSM expert Stephen Mann for this webinar to:

This webinar will also touch on hot topics like security, automation, AI, and more. If you want to improve service desk success for 2020 and beyond, don’t miss this webinar!

Photograph of Stephen Mann

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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