Stephen Mann is the Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is 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 creative facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.