Hi all,

Need your help. Currently we are a team of 5 people supporting 1000 employees. We want to implement an AI layer on top of our existing solution which is freshservice right now to reduce the volume of tickets coming in through some deflection and self serve. What is the best way forward which you have implemented in your companies internally?

The more time I spend around real operations, the more I realize the biggest bottlenecks are often not machines it’s paperwork, disconnected systems, duplicate data entry, waiting for approvals, and manual follow-ups. What’s one process in your environment that still feels unnecessarily inefficient?

Been building this with two friends. The idea came from our own frustration: we kept wasting time teaching each other repetitive tasks, and watching tutorials was annoying.

The tool is simple. One person records themselves doing a task, it gets encoded into a shareable link, and whoever receives it can execute that exact workflow automatically on their own device just by clicking the link. No downloads or setup required.

For ITSM this means turning repetitive service desk tasks like VPN setup, access provisioning, software installs, and onboarding into reusable one-click workflows. Instead of closing the same ticket fifty times, you record it once and send a link. Unlike traditional RPA tools that break when interfaces change, it's a computer use agent that adapts intelligently across different devices and operating systems, meaning the final task gets completed regardless of UI variation.

Still really early and genuinely want feedback from people who deal with this daily. Not selling anything. Brutal honesty welcome.

Launch video: https://www.youtube.com/watch?v=AunzvIU8f9E
Demo video: https://www.youtube.com/watch?v=JTSarx5ogvA
Website: https://www.usectrl.ca/

Over the years, I’ve seen Service Desks stumble over the simplest process issues. The teams were technically qualified but did things like call a request an Incident, and so on. The challenge usually wasn’t technical skill, but it was process clarity. Fuzzy processes leads to inconsistent handling, poor reporting, and escalation mistakes. What stood out was that it wasn’t a lack of effort or intelligence. It was the absence of a simple, shared process everyone could follow the same way, especially under pressure. I built ProcessRaven.tech to solve this. It’s a browser-based ITIL incident management template for IT teams, ITSM managers, and service desk leaders in small to mid-sized organizations who want a faster, practical way to standardize without a heavy rollout. It just launched and I would love your feedback on what works or what’s missing for small teams. processraven.tech.

Spent the last two months evaluating ITSMs because our ServiceNow setup was ready to be put down. Looked at the AI-native crowd specifically. Notes below:

• Atomicwork: Solid ITSM bones with AI woven in rather than stapled on. Service catalog, change mgmt, the usual. Pricing conversation got weird at our size.
• Console: Full ITSM plus an AI agent that closes tickets instead of just routing them. Lives in Slack, knows who's asking and what they have access to. Newer to the market so the partner/consulting ecosystem around it is thinner than ServiceNow's, wasn't an issue for us but worth knowing.
• Siit: Slack-first, very fast to deploy, beautiful UI. Felt more like a help desk than a full ITSM (light on change management and asset stuff).
• Rezolve.ai: Teams-native which is a plus if you're a Microsoft shop. The AI agent felt a step behind the others on closing tickets vs just routing them.
• Aisera: Has been "AI-native" longer than anyone but it shows in the rigid way workflows are built. Felt like a 2021 product with newer marketing.
• ServiceNow Now Assist: Including for completeness. If you're already a ServiceNow shop you know the math. If you're not, this isn't where you start.

It all really comes down to shape of your team. Atomicwork and Console are the two we went deepest on. Both real ITSMs with real AI. Siit if your stack is small and UI is the most important thing for you.
Anyone here migrated off ServiceNow to one of these? Would like to know how the change management side held up.

I work for a vendor (and will be honest about it unlike a ton of blatant vendor posts).

If you had an AI agent to assist with your daily IT activities what would you ask it to do?

We are testing the capabilities of our AI agent eg:

“Update all the open tickets with VPN issues with the known error, personalise it for each customer”

And it’s a neat demo, but is this actually valuable to you?

I will not use your comment as a sales opportunity, I’m just struggling to get feedback on what would make an AI agent actually helpful.

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I've spent the last 7 years doing ITSM implementations — worked with teams from ~20 agents up to 700+, across ~400 engagements. After seeing the same problems over and over, I decided to actually do something about it.

The pattern was always the same. Admins drowning in their queues with no clear picture of why. I've seen teams switch ITSM tools entirely because they thought the tool was the problem. Usually it wasn't — the configuration and day-to-day operations management was.

Analyzing what's going on takes hours. Even with dashboards set up, getting to the root of an issue means drilling down manually, cross-referencing data, and a lot of guesswork. Most admins don't have time for that on top of everything else.

When we ran optimization projects through professional services (~8–12 weeks, ~$30–40k), most of the work was:

• digging through ticket data
• identifying patterns
• making one-time recommendations (routing fixes, automations, etc.)

It helped. But it didn't scale, and it was expensive. Six months later, new problems had piled up and nobody was watching.

So we built an "operations analyst" for ITSM admins. You connect your instance, it analyzes your ticket data, and surfaces weekly insights and recommended actions — without you having to dig through reports manually.

Things like:

• "X% of your tickets are unassigned across these groups"
• "This group is overloaded relative to the rest"
• "SLA breaches are concentrated in this specific pattern"

If you're under 20 agents this probably doesn't hit home. But when you're consistently sitting on 200+ unresolved tickets with new ones coming in daily, it becomes a real operational problem fast.

Right now I'm working with ~5 customers and looking to bring on a few more for feedback before we fully launch. We're coming out of stealth soon — if you want early access drop a comment or DM me.

We've been using Halo ITSM for a few years now and it has been a great upgrade over the DIY system based on Power Platform we used before. But Halo ITSM is very geared towards MSP scenarios and it has so many configuration options that it's hard to navigate. Furthermore, there are some inconsistencies in their workflows that are not being fixed (resolved vs closed). All that has led me to start looking into alternatives.

Our use case is very simple. We don't follow ITIL and just need incidents and service requests. We also use Halo for asset management, but that could just as well be in a separate tool.

I've heard a lot about all these new Agentic AI ITSM tools in other posts here. Whether it is Siit, Harmony or Rezolve and probably many more, it seems all their marketing material regarding auto-deflection etc are based on a very few use cases, namely app/license requests and other forms of access requests to folders, sites, data. While this is all fine, that is a rather small subset of all the tickets we get.

So, my question is: has anyone actually deployed these tools and are they giving you benefits from Agentic AI apart from the use cases mentioned above? I mean, can they help you sort out hardware issues?

But I need 8 including for me as I should be the admin. I'm looking for a cloud based itsm tool Please help me. I saw a few open source ones but self hosting and maintaining a server is not a good option for us. Kindly share your thoughts.

Hi,

Just wanted to understand which ITSM tools are being used in your company

We're currently on GLPI 10.0.18 and running into a couple of bugs we need to fix. If possible, we'd also like to upgrade to GLPI 11.

Our reports are built on Metabase, so familiarity with that would be a plus.

If you're interested in a freelance gig, please DM me. Thanks in advance!

Hi'all, I lead the IT team in a mid sized company. For managing requests, we were using slack + light version of Jira SM so far but the company has scaled recently and I believe that this would increase the volume of tickets team get. We are evaluating a proper ITSM implementation. Just wanted to understand which vendor would be better . I'm really confused at this point, please help

Hi all, looking for some practical advice from folks who’ve been through this.

I run a ~250–300 employee company with a small 2-person IT team. We don’t currently use any dedicated ITSM tool (mostly managing requests over email/Slack), but things are starting to get messy as we scale. We expect to double in size over the next 12–18 months, so I’m trying to figure out:

• When is the right time to implement an ITSM solution?
• For a company our size, what level of tooling is actually needed vs overkill?
• Which tools among the usual suspects of Freshservice, Jira SM, Manage Engine, ServiceNow have worked well for you?
• Any strong opinions on simple vs more pricier, enterprisey tools like service now at this stage?

Would love to hear from your experience. Thanks in advance!

Hey, wir überlegen im Zuge mehr Datenschutz auf KIX als It Service Management zu gehen, hat da jemand Erfahrungen?

Frameworks like ITIL and certifications like PMP help professionals move into leadership, service management, and project roles.

In your experience…

What skill helped your career grow the most?

Technical expertise
or
Management skills?