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Enterprise & IT Service Management (ITSM)

About this topic

IT Service Management (ITSM) Tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions.

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Rajnish Malhotra

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Community Posts

What's a quick win for optimizing spend? What's been your focus or "lowest hanging fruit"?

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Which CRM (Customer Relationship Management) solutions are you currently using for your business!? What are their Pros & Cons!?

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What headline-trend or buzzword makes you cringe the most?

Big Data16%

Remote Work19%

Microservices / Containerization13%

CI / CD7%

Zero-Trust15%

Automation2%

Digital Transformation17%

Cloud / Cloud Native2%

DevOps or DevSecOps3%

Other (comment)1%

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What is your approach to prioritization?

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Open Response: What SaaS tool could you/your organization truly not live without?

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Deciding between Zendesk and Servicenow. Any feedback on either here? I am in a mid size org. 

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I'm curious about ITSM platforms for healthcare organizations. I'm familiar with ServiceNow ITSM but am thinking about looking at alternatives. Does anyone have experience with BMC Helix or OpenText ITSM platforms? If so, how would you compare those to ServiceNow ITSM?

Looking for some feedback on the community's experience with Atlassian/Jira Asset Discovery? We are looking (for right now) a cheap assets discovery tool, and this one was presented as an option. We have a heavy investment in Jira, so it is a logical solution if it is a descent product.

I'm sure there is better stuff out there, but I have been asked to review it, so I am looking for feedback on this tool specifically at this time.

https://marketplace.atlassian.com/apps/1214668/assets-discovery?tab=support&hosting=cloud

Is the IT-department the main driver of innovation in your organization?

Yes81%

No (share who in comments)18%

Who owns Communication in Network vs. Security Incidents? Best Practices & RACI Guidance Needed In many organizations, Network and Security teams both play a role in incident response, especially when firewall or SASE issues impact network performance. When an issue is first diagnosed by the Network team but determined to be security-related, who should own the ongoing communication, resolution updates, and root cause reporting? I’d love to hear from the community:  • Are there best practices, ITIL/ITSM frameworks, or RACI models that clarify ownership?  • How does your organization handle communication handoffs between Network and Security teams?

Does anyone have any experience implementing an Electronic Medical Record at national level across multiple health care institutions ? What strategy did you adopt? How did you approach the requirement gathering, design, and implementation processes? What were the main challenges you experienced?

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The Windows 11 update drops today - are you planning on upgrading your machine?

Yes, I've already upgraded.14%

Yes, I'm planning to upgrade this week.48%

No, I'm not planning upgrading in the near future.26%

I don't use Windows.9%

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What challenges have you recently encountered in managing the increasing number of SaaS vendors within your organization? And how did you handle it?

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Curious to hear how organizations are leveraging observability tools in relation to their ITSM platforms. Where is the source of truth for SLAs/SLOs? How is application dependency mapping handled? Is there integration between the two technologies? We are using Dynatrace (observability) and ServiceNow (ITSM), for reference.

What is your guidance on the best way to structure a Business Relationship Management area within an IT department? It is important for me to understand the most suitable training and education for the people working in this area, as well as the best way to manage it from the perspective of the necessary processes for IT service demand management and the relationship with IT business clients. 

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Has anyone shifted away from ServiceNow to another ITSM and ITAM platform? Any lessons learned during the transition?