“Stop doing. Stop talking. And Listen. What do your customers think of you and your services?” - Stephen Mann


During our recent webinar, Stephen Mann talked about how organizations can use ITSM to better serve their customer needs and expectations. Stephen answered a number of questions that IT people should ask about their business user focus:

  • Why do 71% of CEOs see technology as the most critical external force affecting their firms?
  • Why do business users rate the performance of IT lower than IT does?
  • Is IT performance measured in a way that is meaningful to the business?
  • What can we do to increase business user 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.