Research from Forrester shows that two-thirds of business users are unhappy with what IT delivers. “The State of Workforce Technology Adoption: US Benchmark 2011” report suggests that there is a real need for IT to address the issue of business user satisfaction.

Learn how ITSM can solve this problem

In this exclusive webinar, Stephen Mann, Senior Analyst at Forrester Research, explores how organizations can use IT Service Management (ITSM) strategies and technology to:

  • Change the culture of IT to focus on business user productivity and satisfaction
  • Capture business user needs to deliver what they really want and need from IT
  • Measure IT customer satisfaction and the perception of IT
  • Use ITSM practices and tools to drive increased productivity and satisfaction

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Stephen Mann Bio

Stephen has 21 years of experience across a number of IT service management, finance, and consulting roles. He holds an accounting qualification (CIMA) as well as the information technology infrastructure library (ITIL) foundation and manager qualifications. At Forrester, his research focuses on service management strategy, adoption, and implementation, as well as the enabling technologies.