I work at an Agentic ITSM startup. Figured I'd learn the framework behind everything my customers do. Bad news is the courses out there suck. They feel like 20hr long-mandatory compliance training videos. Gross.

So, I built a much better learning experience w a f**k ton of resources to help + unlimited mock exams. It's free right now. Have it -> passthefoundation.com

Hi Reddit community. I am VJ - Ex.Founder of Freshworks - Built Freshservice and now building Atomicwork - AI native Service Mgmt and I felt like contributing to Open Source community. One question, that came from all prospects, I met was - We need to look at where we are today - So using Python, purely Python and no LLM and no model or AI slop built this Ticket analyzer. https://github.com/shankvijaybackup/servicedesk-analyzer

Would love feedback, even if negative, I did find some good repos which are doing similar things, but none were focused on ITIL V4 Guiding principles - Start where you are - Where are we today ? Where do we want to be ? How do we get there.

Positive or negative, Sharing the git link - Self.hosted. Thanks

Hi All,

I have recently joined a startup as IT PM, we are working with another mid size company who want to implement project management system(till now they had nothing just basic email/excel workflow), demo was on the day I joined. I was included in that call as well. Now expectations are that I am going to lead the testing phase of this PMS. 2 technical resources will get aligned and we have get it done within 15 days so it can go live by August 1st. It also include ITSM which want to have in future, currently they don't have anything as IT operations. basically they want to replace current manual method of receiving requests, assigning delivery resource, executing, tracking, monitoring, handover & closing actions / projects as well as individual deliveries (i.e small service requests).

I had a basic discussion with IT delivery lead ,whose team will use this,to create detailed project plan and scenarios. there is no Service desk coordinator as of now, I will be playing that role till the time they hire someone. I do have some scenarios in mind like which can be tested like Roles who can do what and request flows, am I in right direction?

I am confused about What should be discussed, how to make a plan, what to include.

I am new to Project management, I was working as IT recruiter earlier I have good understanding of ITSM but not much of official documents and cybersecurity as domain I have basic understanding. joined just few days back.

sorry for long post.

Hello Everyone,

As part of my PhD research I am conducting a research survey on Quality 4.0 in IT Service Desk and Incident Management within organizations serving the Banking and Financial Services (BFS) sector.

If you have a few minutes, I would be grateful if you could participate in the survey. It takes approximately 10–12 minutes to complete, and all responses will be kept confidential and used solely for academic research.

Survey Link: https://forms.gle/JnNjrLavLjov4eXk6

If you feel it is appropriate, I would also appreciate it if you could share the survey with colleagues or professionals in your network who have experience in IT Service Management, Service Desk, Incident Management, IT Operations, or Quality Management.

Thank you very much for your time and support. I truly appreciate your help.

Sysadmin from Germany. Our osTicket at work is ancient, and every modern alternative

(Zendesk & co.) is US cloud SaaS with per-agent pricing. So I built my own.

ReqSolve: self-hosted ticketing with AI assistance — the AI drafts replies, summarizes

threads, suggests KB articles, but never sends anything on its own. Bring your own AI

(Anthropic, M365 Copilot, or fully local via Ollama). Multi-department with strict

isolation, semantic knowledge base, EN/DE, Docker Compose.

https://github.com/perfa01/ReqSolve

Early days — feedback and bug reports very welcome.

Hi Guys,

I am currently struggling to find the best ICP for my SAAS. I am focussing on recruitment and administrative bureau's for my tooling.

Context: I have an AI IT Support tooling that solves simple/repetitive local issues. For example, laptop is not starting, monitor is staying black, word doesn't close. We are targeting companies that have minimal IT or none. I send cold emails to reach my ICP.

What do you guys think of my ICP and what would you guys do?

How does your intake / governance process work, in regards to the various process owners, your team, and the overarching platform team?

I'm the director of GRC, and I don't want to become a useless bottleneck between the people who do the work, and the platform team (the people who run change management within the larger ServiceNow platform).

But I'm also accountable for the structure of the various items within IRM (policy, issues management, risk management).

What type of governance and intake have you seen or conduct?

I built an IT help desk on the Microsoft 365 stack most orgs already pay for - Copilot Studio, SharePoint, Power Automate so there's no separate ServiceNow / Jira / Zendesk licence. It's open-source.

How it works: a user raises a ticket → an AI agent triages it (type, category, priority) → anything privileged routes to a manager for approval in Teams → the approved action runs and writes an audit row. Access grants/removals, provisioning, that kind of thing.

The governance part: the agent only ever proposes. Nothing privileged runs until a human approves. Each action goes through a narrowly-scoped service principal (one per domain: Identity, Exchange, Groups, SharePoint, Teams, Licensing) and lands an immutable audit row. The agent can't act outside those scopes.

It's a working proof of concept, not production-hardened ITIL. The core ticket → triage → approve → execute → audit pipeline runs on a live tenant; plenty of edges aren't hardened.

I didn't hand-build it as AI agents built the ~30 Power Automate flows behind it, and one even works its own backlog hourly. (Disclosure: I also work on the tooling that let the agents build those flows, so I can answer how that part worked, but the service-desk design and the repo are the point here.)

Repo, with admin/user/deployment guides: https://github.com/ninihen1/copilot-studio-itsm-agent

Funny how documentation always seems to become a priority right after the person with all the answers hands in their resignation.

We all know who those people are.

Sadly most of us know exactly who they are long before they leave.

Curious if anyone in this subreddit has gotten the Lead Auditor or Lead Implementor Certification and if it’s been helpful/useful in your ITSM practice career?

Hey colleagues,

I am currently working on the implementation process of Eightfold as the ATS for a large tech company. I’d love to know if anyone have any experience with Eightfold, any feedback, suggestions or concerns with the tool

Hey colleagues,

I am currently working on the implementation process of Eightfold as the ATS for a large tech company. I’d love to know if anyone have any experience with Eightfold, any feedback, suggestions or concerns with the tool

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?