These are very interesting times for ITSM professionals like you. You not only have to set the right enterprise service management processes, but also gear up for the opportunities and challenges presented by the recent trends in social, cloud, mobile, analytics, and more. So, where exactly is ITSM headed?

Join our panel of ITSM experts for an amazing Twitter chat
at #mespark
on November 9, 2016, at 9 am PT.

Who's on the #mespark panel?

  • Stephen Mann

    Stephen is a well known name in the IT service management industry and an industry analyst at During his 26-year career, he has worked in IT consultancy, IT service management (ITSM), IT asset management (ITAM), innovation and creativity facilitation, IT research and analysis, project management, finance consultancy, internal auditing, IT software product marketing, and more.

  • Roy Atkinson

    Roy is a senior writer and analyst, subject matter expert, and the chief writer for SupportWorld articles and the Focus series. He is a popular speaker at HDI conferences and has a strong background in service desk, desktop support, and small-business consulting. Roy's blogs regularly appear on, and he is highly rated on social media, especially on the topics of IT service management and customer service.

  • Kirstie Magowan

    Kirstie is an IT service management consultant and practitioner with a global reputation. She has spoken at IT service management conferences in New Zealand, Australia, USA, and Finland. She has also been a chief editor at itSMF International.

  • Rajesh Ganesan

    Rajesh is the director of product management, enterprise security, and SaaS solutions at ManageEngine, a division of Zoho Corporation. Rajesh has been with Zoho for over 17 years, developing software products in various domains including telecommunications, network management, and IT security.


What is #mespark all about?

#mespark is the hashtag @manageengine uses to discuss trending IT management topics with the IT community on Twitter.

What is the topic for the current #mespark chat?

Our discussion will be centered on the future of ITSM - current trends, best practices, and experiences shared by ITSM practitioners and enthusiasts like you.

How can I participate in the chat?

Feel free to stop by on November 9, 2016, for an hour of #mespark. We recommend you register on this page in advance, so we can send you reminders as the day approaches.

Who will post the questions?

Questions will be posted from @manageengine.

Is there a format I should use when participating in #mespark?

Yes. Please identify which question you're answering by prefacing your tweet with "A" and the question number (e.g., A1 for Q1, A2 for Q2, etc.) and include #mespark in every answer.To illustrate, our questions will look like this:
@manageengine: Q1: What are your views on #ITSM automation? #mespark please format your responses to look like this:
@chatparticipant: A1: Depends on the layer. Background tasks need to be automated but interactions need to stay human #mespark

Are there any best practices you suggest I use for this chat?

From our experience, we have seen that the community always enjoys statistics and interesting reads surrounding the topic. Feel free to share interesting URLs if you'd like (but please do not blatantly promote products or brands).

Have specific questions that aren't covered here?

Feel free to ping us @manageengine with #mespark, and we'll be happy to help you.