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Enterprise & IT Service Management (ITSM)

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JM Financial Services Ltd

Travel and Hospitality, 1k - 5k

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Remote Work19%

Microservices / Containerization13%

Zero-Trust15%

Automation2%

Digital Transformation17%

Cloud / Cloud Native2%

DevOps or DevSecOps3%

Other (comment)1%

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No (share who in comments)17%

Quarterly62%

Other (comment below)1%

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Rathik Pathak

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

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

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

What is your approach to prioritization?

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

"Kill the Service Desk" - Folks I am working on a strategy/roadmap on - "Kill the Service Desk" while enhancing the user experience. I wanted to seek the thoughts and viewpoint on this topic from the leaders/practitioners.

Helpdesk question: How many help desk associates per 100 employees/contractors does everyone have? Also, what is the average number of open tickets you have at any given moment? Just asking as I think I have too many of both. :)

What wisdom have you gained from your career about balancing service delivery and security, when these priorities often compete with each other?

How do you approach managing multiple enterprise systems (ServiceNow, Workday, Oracle, SAP, Salesforce) that all want to leverage AI? How do you handle security and infrastructure complexity, and do you see a role for an agnostic AI orchestrator?

Has anyone successfully implemented ChatGPT or Microsoft CoPilot for everyday IT tasks such as resolving service desk tickets or answering internal policy-related queries?

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

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

What are typical YoY increases in ITSM platforms? Ours continues to grow - last year it was a 5% overall increase, this year is 12%. AI has been added as a 'free' feature within all the tools in the platform. Anything over 5% YoY is a tough sell. Is this now typical of these platforms/solutions?

Do you evaluate your IT budget quarterly, annually or other?

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?

Community Posts

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

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

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

What is your approach to prioritization?

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

"Kill the Service Desk" - Folks I am working on a strategy/roadmap on - "Kill the Service Desk" while enhancing the user experience. I wanted to seek the thoughts and viewpoint on this topic from the leaders/practitioners.

Helpdesk question: How many help desk associates per 100 employees/contractors does everyone have? Also, what is the average number of open tickets you have at any given moment? Just asking as I think I have too many of both. :)

What wisdom have you gained from your career about balancing service delivery and security, when these priorities often compete with each other?

How do you approach managing multiple enterprise systems (ServiceNow, Workday, Oracle, SAP, Salesforce) that all want to leverage AI? How do you handle security and infrastructure complexity, and do you see a role for an agnostic AI orchestrator?

Has anyone successfully implemented ChatGPT or Microsoft CoPilot for everyday IT tasks such as resolving service desk tickets or answering internal policy-related queries?

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

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

What are typical YoY increases in ITSM platforms? Ours continues to grow - last year it was a 5% overall increase, this year is 12%. AI has been added as a 'free' feature within all the tools in the platform. Anything over 5% YoY is a tough sell. Is this now typical of these platforms/solutions?

Do you evaluate your IT budget quarterly, annually or other?

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?