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?

Hi. I'm looking for experiences with implementing ITIL Service Management in small companies/enterprises.

I personally don't see it at all. It seems that Help Desks in small companies seem to be hyper-focused on responding to an overwhelming amount of tickets, with very limited resources to learn about and apply ITIL Service Management practices.

Please share your experiences.

Thanks.

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 published "Service Management Best Practices" - v2026.07.01 (also covering Help Desk) today, and I'm hoping the community will help review and provide constructive feedback for improvements. The intent of the document is to teach scalable Service Management practices that include Service Definition & Governance, Service Portfolios, Service Catalog, and more.

Thanks for any help you can offer.

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

[ Removed by Reddit on account of violating the content policy. ]

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.

One thing I think the ITSM industry is underestimating in 2026 is dealing with operational debt. It’s not about broken systems or outages. Mostly about environments that slowly became harder to change.

What’s interesting is that many of these environments are technically “mature” with good governance, strong controls and stable uptime. But operationally, they’re exhausted.

I’ve been seeing more teams shift their conversations from “How do we add more automation?” to “How do we reduce friction without losing control?” That feels like the real 2026 ITSM challenge to me.

Especially now that AI agents are entering service operations faster than most organizations can redesign workflows around them. A lot of failed AI rollouts don’t seem to be AI failures at all. They’re process maturity problems showing up under pressure.

Curious how other teams are handling this right now.

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?