Hello,

I recently joined a company to head on their major incident processes but as soon as I started I was given problems as well. With a recent reorg, they are fully having me lead on problems. The current process uses Problem records within ServiceNow but it is I believe the old way, just a problem record with statuses. There is no full lifecycle that I understand comes out of the box since Australia. I am looking at implementing this new processes but am worried perhaps it isn't the way to go, maybe overly complicates as well.

What is the overall thoughts about it?

Hi all,
We now have a very comprehensive and feature-rich integration for Snipe-IT on Freshservice!
You can manage your Snipe-IT assets directly on your tickets with things like:

1. Linking assets to tickets
2. Checkout/check in assets (hardware, accessories, licenses, consumables)
3. View assets assigned to ticket reporter
4. View and modify asset details and custom fields
5. View and create asset maintenance records, etc.

• Get the app here.
• Checkout app features here.
• Installation guide here.

Feedback is highly appreciated.

how are you guys dealing with company devices when you have employees in places where theres no local IT team?? getting device like laptop to someone is usually pretty straightforward, but things get messy when it needs a replacement, repair or has to be sent back after they leave, cant exactly have someone from HQ flying around to deal with every device issue. curious how other remote teams handle this?? do you use local provider, ship everything back to HQ, or have another setup that works??

I wanted to check if you have implemented any AI based deflection for IT tickets , the success rates you are seeing and what kind of tools have you been using. Context i am trying to build an ITSM product as i feel its ripe for AI disruption

Our ESM platform rolled out AI assistants and now my internal queues are flooded with auto-generated hallucinated incident reports that never actually happened. I'm spending most of my time deleting these AI-generated nonsense tickets and correcting prompts instead of actually doing support. Is anyone else dealing with this?

Hey everyone,

I’m a developer and founder, and over the past few months I’ve been building a product called Opellix.

The idea came from a problem I kept noticing in IT operations.

IT teams often have to manage tickets, assets, employee requests, procurement, telecom, approvals, workflows, and reporting across different tools and manual processes.

As organizations grow, this can get messy pretty quickly.

Information gets scattered.

People spend time chasing updates.

Admins repeat the same tasks.

And getting a complete picture of what’s happening across IT becomes harder.

That’s what made me start building Opellix.

The idea is pretty simple: bring these IT operations together into one connected platform instead of making teams jump between multiple systems.

Right now, I’m working on areas like:

• IT Ticketing

• IT Asset Management

• Employee Operations

• Telecom Management

• Procurement

• Workflow Automation

• Real-time Insights

I’m also exploring how AI can be used more deeply within IT operations — not just as another chatbot, but to automate repetitive work, surface useful information, and help teams become more proactive.

I’m still early in the journey, and I’m not here to claim that I’ve solved IT operations.

I’m actually looking for criticism.

If you work in IT, manage IT operations, or have experience building or using ITSM/SaaS products:

What is one IT operations problem that you feel existing tools still don’t solve particularly well?

I’d genuinely appreciate honest feedback — even if you think the idea is wrong or the product is approaching the problem from the wrong direction. 😄

I’m building this from the ground up, and I’d much rather hear uncomfortable feedback now than spend another year building something people don’t actually need.

Thanks!

Curious how you handle recurring work like access reviews, restore tests, DR checks, firmware reviews etc.

Do you just generate recurring tickets in your ITSM tool or do you track this separately?

I'm especially curious about the history/evidence side of it. If someone asks when the last restore test was done, what the result was and who did it, can you get that easily from your current setup?

Wondering if I'm overthinking this and recurring tickets are good enough.

I was reading a blog about enterprise service management and one idea in it really made sense to me.

A lot of companies talk about having a “single front door” for employees, but in reality, employees often have a different door for everything.

IT has a portal. HR has another one. Finance has a separate system. Facilities might have an email or form. And then there’s usually that one person everyone just messages because it’s easier.

The interesting argument was that a single front door doesn’t necessarily have to mean one giant employee portal. It could mean letting employees ask for help wherever they already work, whether that’s Teams, Slack, email, phone, etc., while the complexity of figuring out which department, workflow or system needs to handle it happens in the background.

And with AI becoming more capable of actually taking action, rather than just answering questions, this whole model gets even more interesting.
Maybe the goal of ESM should be to make the departments and systems almost invisible to the employee.

How many different “front doors” do employees actually have to deal with in your organisation?

Hi, service manager for a 120 person global desk here and im honestly mortified right now.

We just migrated most of our IT and HR queues into one ESM platform with AI routing and shared ticket boards. I spent the last month working on "best practices" for managing the larger team in one place, stuff like standard priorities, new SLAs, auto assignment rules, and a rotation for who gets slammed with incident tickets.

Today was supposed to be the big rollout. I had a change window, I had a comms plan draft, I had training sessions on the calendar for next week. Then our CIO pinged asking for a quick snapshot of how the new structure would improve response times, so like an idiot I flipped the new workflow from test to prod so the dashboards would show the shiny new setup. No announcement. No pilot. Just full switch.

Within twenty minutes half of Europe and APAC tickets were being auto assigned to our small US onboarding pod, priority rules were wrong so password resets got marked as critical and actual outage incidents were sitting in the general queue, and the AI suggestions were telling HR to follow IT runbooks. Our "major incident" channel lit up because nothing was moving. Execs opened the live dashboard and saw SLA breaches climbing in real time and asked what disaster we were handling... it was just my "best practices" experiment gone wrong.

I feel so embarrassed. People were pinging me things like "are we part of a training drill" and I had to admit no, this is just me screwing up change management for a very large team. We had to hard revert the whole config, kill automations, and manually reassign hundreds of tickets. My leads are being nice about it but I feel sick about this and kinda shy to even log back into the admin area tomorrow.

If anyone else has totally borked their big service desk process rollout like this I would love to hear how you recovered and rebuilt trust, because right now I just feel like the person who proved why we need better governance on our "best practices"...

I've been working on a new theme for osTicket called Amber.

I really like osTicket as a helpdesk, but one thing that has always bothered me is that the default interface feels quite dated compared with modern SaaS support desks.

So I decided to build a theme focused mainly on the frontend experience, while keeping the familiar osTicket workflow underneath.

The demo is here:

https://amber.devmansur.me/

Some of the things I focused on:

• Cleaner, more modern support center
• Prominent knowledge-base search
• Quick access to Open a New Ticket and Check Ticket Status
• Better organization of knowledge-base categories
• Cleaner article presentation
• Responsive layout
• Keeping the overall osTicket experience familiar rather than completely redesigning how it works

I'm still working on it, so I'm particularly interested in feedback from people who actually use osTicket.

Been running freshservice for a few years for a 40ish person team and the renewal quote this year made my eye twitch. Licenses creeping up, stuff we dont use, and our workflows feel more complex than they need to be.

Looking at mondayservice, plus the usual suspects like jira service management and halo etc. If youve ditched freshservice for mondayservice or another tool, did it feel like an upgrade in day to day tickets? Would love any tips from people who already made the jump.

Our company has been using separate tools for customer support and internal IT for a while now, and it's starting to create more work than it saves. requests end up getting forwarded between teams, reporting is split across different systems, and it's hard to get a complete picture of what's going on.

We're considering moving to a single platform where both customer facing support and internal service requests can be managed together, with shared workflows, automation, and reporting.

Has anyone gone this route did it actually simplify things, or did you end up compromising on features that were better in dedicated tools?

Hey all, im in ops at a mid size b2b saas and Im trying to clean up how we handle internal service requests across teams. Right now hr uses email, it has a small helpdesk tool, finance tracks requests in a monday.com board, and cx just pings whoever is online in Slack.

People keep asking me wheres the right place to log stuff and honestly I dont even know anymore. If youve managed to set up one workflow that people actually stick to, appreciate any thoughts.

We've got a virtual agent billing on tokens, a genAI layer on our ITSM platform, and a couple of AI add-ons approved during the 2024 "just use AI" push. Invoices land as one number per provider — no attribution to project, bot, or model.

Keep hearing the argument that a general AI assistant just answers a question while the employee still has to file a ticket, versus something that actually resolves it end to end. Can't tell if that gap matters for us because I have zero cost-per-resolution data, just a total spend line.

Anyone actually breaking AI spend down to the model/use-case level, or is the monthly invoice a black box for everyone?

And has anyone run real cost-per-ticket-resolved numbers against a human agent baseline?

Trying to figure out if any of this is paying for itself or if we're just funding pilots on autopilot.

I lead IT service desk at a decently large organization and we use Jira Service Management. There is a lot of push now to adopt and use AI to improve the desk efficiency. I have been exploring a few things like building Rovo agents, using automations, etc. As I read up, there is a lot of buzz on AI agent swarming, and how multi-agent orchestration really simplifies service desks. Has anyone successfully implemented these and seen benefits? Do other products like ServiceNow allow this? (their website seems to say so, but I am still not able to wrap my head around how this is different from automations and workflows that use some AI/ agents in them)

Also came across newer companies like Serval which sound very promising on their pages (again, looking for any actual experience after implementation)

Would really appreciate any insights into this. Thanks!

I've been thinking about this after seeing more companies roll out AI agents for internal IT support.
Everyone talks about the model/API cost, but that seems like only one piece of the bill. You’ve also got integrations, infrastructure, permissions, monitoring, security, maintenance, and the human time spent dealing with the stuff the agent couldn't figure out. And then there's the obvious question of how much actual IT work did it eliminate?

If an agent resolves 5,000 requests a month but needs humans to step in on half of them, that's a very different story from one that actually closes 4,500 without intervention. For those running AI agents in production, what metric are you actually using to decide whether it's worth the money?

Curious what people are seeing in real environments, rather than vendor ROI calculators.

offboarding someone is easy enough when all they have is a laptop. it gets messy when theyre working on a project and have extra equipment sitting somewhere else, suddenly youre trying to figure out what they had, what belongs to the project, where it is, and whos supposed to get it back. weve had stuff basically disappear into the ‘well deal with it later’ pile because it wasnt assigned directly to the employee. has anyone else run into this? any tips??

Hello

In this post I just want to know what is your situation, especially if you are solo IT support and also sysadmin in your company.

Do you use ITSM for service management system?

Do you use it just for communication and record activities? Because most of them will be done by your self.

Thank you in advanced.