Category: ITSM

Think about running your business with IT problems that just won’t go away. Frustrating, right? That’s where a good IT Service Management (ITSM) tool comes in. But with so many options, it’s easy to feel lost. Don’t worry, we’ve got you covered. In 2023, India’s IT services sector grew fast, adding $245 billion to the economy. This growth means businesses need better IT tools to keep up.  Now, you might wonder, how do you pick the right tool? Keep reading to look at what makes the top ITSM tools of 2024 truly stand out. Whether it’s automating tasks or improving customer experience, choosing the right ITSM software tools can really make a difference. Atlassian Jira Service Management Atlassian Jira Service Management is a go-to choice for many IT teams, especially those who like things simple and efficient. It’s perfect for businesses of all sizes, whether you’re just starting out or you’re already big.  Features: Pros: Cons: Pricing: Starts at USD 6.85 per agent per month for teams with more than 250 users. Number of Agents Price Per Month (USD) 16 – 100 16.55 101 – 250 11.05 251 – 500 6.85 If you’re just starting with ITSM, our guide is the ideal resource for mastering it. Also check out : ServiceNow vs. Jira Service Desk for ITSM Workflow Management: Which Tool Fits Your Business? ServiceNow ITSM ServiceNow ITSM is a strong contender when we talk about top ITSM tools. It’s built for large enterprises that need an all-inclusive IT management system.  Features: Pros: Cons: Pricing: Starts at $10 per user per month for the basic package, going up to $100 for the full suite. Package Edition Pricing (per user per month) Suitable For Essentials $10 Up to 500 employees Standard $25 Mid-sized businesses Enterprise $50 Large businesses Premier $100 Enterprises BMC Helix ITSM BMC Helix ITSM is often seen as one of the best service management tools for large companies. It’s a strong ITSM solution that offers much more than the basics.  Key Features: Pros: Cons: Pricing: BMC Helix ITSM costs between £34.80 and £138.60 per server per year. BMC Helix ITSM Pricing Details Trial Available £34.80 Per server per year Yes £138.60 Per server per year Yes SysAid SysAid is a solid ITSM tool that often flies under the radar. But it shouldn’t. It’s one of those ITSM automation tools that makes IT management easier and more efficient. If you need a tool that can handle everything from ticketing to asset management, SysAid could be the right choice for you. Key Features: Pros: Cons: Pricing: SysAid starts at £79 per user per month. Also read: Explore the Benefits and Challenges of AI in ITSM: Future-Proofing Your IT Strategy Final Thoughts  Picking the right ITSM tool is key for your business. But you don’t have to figure this out on your own. At MicroGenesis, we understand that choosing an ITSM tool can feel overwhelming. That’s why we’re here to help. As one of the top managed service providers, MicroGenesis specializes in ITSM services that streamline your IT operations and enhance service delivery. If you’re not sure which ITSM tool is right for you, reach out to us for a demo. We’ll guide you through the options, helping you make a choice that truly suits your business needs.

You’re managing an IT team, and you’ve just rolled out a new system. As everyone gets used to it, an unexpected thing happens. AI in ITSM systems starts making smart suggestions. It points out ways to streamline processes and even predicts issues before they happen. Sounds impressive, right? AI in ITSM is changing how businesses handle IT every day. Globally, companies invested over $154 billion in AI-centric systems in 2023. This shows a big move towards smarter, more efficient IT management.  But, does it really work as well as people say? And more importantly, can it help future-proof your IT strategy? Keep reading to find out how you can make the most of it. The Benefits of AI in ITSM AI is making a big difference in IT Service Management (ITSM). By adding AI, companies can make processes smoother, improve decision-making, and give users a better experience. As an ITSM consultant, MicroGenesis helps organizations integrate AI into their ITSM systems, ensuring enhanced efficiency and a superior user experience. Let’s look at some key benefits of using AI–enabled ITSM. AI-driven Automation AI-driven automation is changing the way IT services work. It takes care of repetitive tasks, like resetting passwords or updating software, so IT teams can focus on more important stuff. This also reduces mistakes, making everything run more smoothly. For example, AI can watch systems all the time, spotting problems before they get worse. It can even fix some issues on its own or alert the right people if needed. This proactive approach keeps things running without much downtime, which is crucial for any business. Improved Decision-Making with Predictive Analytics AI helps improve decision-making by using predictive analytics. It looks at lots of data to find patterns that people might miss. This leads to better decisions and smarter IT management. Here’s how AI helps with decision-making: These benefits make IT operations smoother, helping companies stay on top of their game. Read also: 12 Warning Signs You Need To Change Your ITSM Strategy Transforming User Experience AI is also transforming user experience in IT service management. For instance, Atera has integrated AI into its IT systems with tools like AI-powered ticketing to handle user requests. The system rapidly analyzes and categorizes these requests, often resolving them autonomously without human intervention. With the support of IT service management consulting, organizations can implement AI-driven tools that enhance efficiency, improve user satisfaction, and optimize support processes. Ready to explore ITSM? Begin with our complete guide on IT service management. Challenges in Implementing AI in ITSM Companies often face ITSM challenges with data quality and ethical concerns. Let’s break down these challenges to understand them better. Data Dependency and Quality Concerns AI needs good data to work well. If the data isn’t up to scratch, the AI system might make wrong decisions or give poor advice. This is one of the major ITSM challenges companies face. A good example of this is what happened with TSB in 2018. They tried to move 1.3 billion customer records from an old system managed by Lloyds, their former parent company, to a new system under their current owner, Sabadell. Things didn’t go as planned. Many customers couldn’t access their accounts, and some even saw private information that wasn’t theirs. This incident shows how crucial it is to manage data properly, especially when making big changes. It’s a reminder that without good data, even the best AI systems can fail. Ethical and Regulatory Challenges AI also raises ethical and regulatory questions, especially around data privacy. With strict rules like GDPR in Europe and new data laws in India, companies need to be careful about how they handle personal information. India has recently introduced the Digital Personal Data Protection Act, 2023 to better protect personal data and ensure privacy. This new law brings important changes for companies, especially those using AI ITSM implementation to manage their services better. The law requires clear consent from individuals before their data is collected or used. People now have the right to know what data is being collected about them, and they can ask for it to be corrected or deleted. Plus, they can withdraw their consent at any time. Final Thoughts  As technology advances, the role of AI in ITSM will continue to expand. The key is staying ahead, ensuring systems are efficient and compliant with evolving regulations. With the right ITSM consulting services, your business can seamlessly integrate ITSM, helping you adapt to changes, optimize processes, and thrive in a tech-driven landscape. If you’re looking to boost your IT services with AI, it’s worth exploring advanced ITSM software solutions. As a leading digital transformation company offering ITSM services, As Atlassian Partners, MicroGenesis is here to help. Need some guidance? Reach out to us for a demo. We’ll guide you every step of the way. So, are you ready to see how AI can transform your ITSM?

You’re in charge of the IT team at a company that’s growing fast. Every day, your team is flooded with service requests, technical issues, and unexpected problems. You know it’s time to get a better system in place.  But with so many IT Service Management (ITSM) tools out there, how do you pick the right one? 67% of companies now see better employee experiences as a top priority for ITSM. They’re realising that happy employees mean better productivity and smoother operations. Why should this matter to you? In a world that’s moving faster and faster into digital, the right ITSM tool helps you handle incidents, changes, and problems more smoothly.  So, how do you choose the right ITSM tools? What should you look for? What features are a must-have? Let’s explore why picking the right ITSM tool can make all the difference for your business. What are ITSM Tools? ITSM tools are software that helps manage IT services in a company. They make sure everything runs smoothly, from handling issues to tracking changes. Think of them as a toolset for your IT team to fix problems, keep things organized, and ensure your technology works as it should. By integrating ITSM services, you can enhance the efficiency of these tools, enabling proactive management and continuous improvement of your IT operations. These tools help keep your business running without any hiccups, so your team can focus on what really matters. Below, you can see why it’s essential for digital era success: Ensuring Seamless IT Operations Making sure your IT runs smoothly is more important than ever. But how can you actually achieve that? The right ITSM tools in market are the key. Here’s how it helps: Enhancing Service Quality and Customer Satisfaction Service quality is everything today. But how do you make sure your customers are not just happy, but really satisfied?  Let’s look at a real-world example to see how it’s done. Case Study: NHS Informatics Merseyside NHS Informatics Merseyside supports 18,000 users in the UK’s health sector. With so many people relying on their IT services, they couldn’t afford any hiccups. But how did they manage to keep everyone satisfied? They used an ITSM tool to set up simple, standard processes. This meant every IT request was handled in the same way, which cut down on mistakes and made things more reliable for users. With smart monitoring, their IT team could spot issues before they affected anyone. For example, if a server was getting overloaded, they could fix it before it caused any downtime. This kept everything running smoothly. One of the biggest improvements was in how they communicated with users. The ITSM tool, with its advanced IT service management software features, made it easy to keep everyone updated on what was happening. This transparency reassured users and made them feel their issues were being taken care of. Thanks to this approach, NHS Informatics Merseyside didn’t just meet user expectations—they exceeded them. By making their processes simple, solving problems early, and keeping communication clear, they were able to provide top-notch service and keep their users very happy. Also check out: Atlassian’s AI Breakthrough: Shaping the Future of IT Service Management.  Supporting Digital Transformation Initiatives Every business is focused on digital transformation. But what does that really mean? It’s about using technology to improve operations, serve customers more efficiently, and stay competitive. This is where the best ITSM tools—and expert guidance from an ITSM consultant—come in, helping companies streamline processes and achieve their transformation goals. Digital transformation isn’t just about new apps or moving to the cloud. It’s about changing how everything in your business works. To make this change successful, you need tools that support your goals. What should you focus on with digital transformation? Things like moving to the cloud, improving customer experience, and automating workflows. Without the right ITSM tool, these initiatives might fail. For example, when you move to the cloud, your ITSM tool needs to work well with cloud services. If it doesn’t, you could face delays, higher costs, and unhappy employees. Simply put, the right ITSM tool is key to your digital success. Reducing Operational Costs Choosing the right ITSM tool isn’t just about making your systems work better. It’s also about saving money. Every company wants to cut costs, but they often miss the hidden costs of using the wrong ITSM tool. It’s like buying a cheap car that needs constant repairs—those costs add up. Here’s how the wrong ITSM tool can lead to hidden costs: Hidden Cost Impact Poor Integration with Other Systems Causes delays and needs manual work, increasing labour costs. Lack of Automation Leads to more manual tasks, more errors, and wasted time. Inadequate Support and Updates Results in downtime, which can cost a business money and productivity. Scalability Issues Forces the company to buy new tools sooner than planned, increasing expenses. Security Vulnerabilities Can lead to breaches that are expensive to fix and damage your company’s reputation. Most organisations spend tens of millions on vendors every year and end up overpaying by 10%. This overpayment often happens because of inefficient ITSM tools. By choosing the right ITSM tool, you can cut these costs.  Companies that adopted platforms like ServiceNow have managed to streamline their vendor management effectively. ITSM tools examples like these have proven to be essential in enhancing operational efficiency. They only paid for what they needed and avoided extra costs. So, why settle for less when the right tool can offer so much more? Learn more about ITSM by exploring what is ITSM? a guide to IT service management. Ensuring Compliance and Risk Management Compliance is not just important, it’s essential. In India, there are strict regulations like the IT Rules, 2011, that require businesses to manage data carefully. If you don’t comply, you could face heavy fines, lose your reputation, and lose customer trust. But how can you make sure your company follows these rules? The right tools for ITSM can help. With the right tools,… Continue reading Why You Need to Choose the Right ITSM Tool for Digital Era Success

Imagine you’re in charge of finding the right tool to manage your company’s IT services. It feels like a massive decision, doesn’t it? You’re stuck between ServiceNow vs Jira Service Desk, and it’s not clear which one will really work best for your team.  Both promise to make your IT processes smoother, but which one is the real deal? The IT services market in India is growing rapidly. It’s expected to hit about $51.05 billion by 2029. This growth is driven by businesses adopting new technologies like cloud computing, AI, and better cybersecurity​. In fact, in 2023 alone, the market was worth around $14.05 billion. That’s a lot of companies investing in making their IT work better​. ServiceNow is known for being powerful and flexible, ideal for large companies that need extensive features. Jira Service Desk, on the other hand, is simple and easy to use, especially if your team already utilizes Jira for managing projects. For tailored advice and support in selecting the right tool, consider our IT service management consulting services. But don’t just stop here. There’s more to know before you can make the best choice. Let’s go beyond the basics and find out what really sets these platforms apart. Overview of ServiceNow ServiceNow is built for big companies. Think of it as a tool that helps large businesses manage their IT systems more easily. If your company has lots of departments and complex IT needs, ServiceNow might be just what you’re looking for. It’s especially useful for companies that operate on a global scale or have thousands of employees. With the support of an experienced ITSM consultant, implementing ServiceNow can streamline processes and ensure your IT infrastructure operates efficiently. You might be wondering, “What is ServiceNow ticketing tool, and why do big companies prefer it?” Well, it’s not just a regular ticketing tool. It’s designed to handle complicated IT tasks across large organisations.  When doing a ServiceNow comparison, it becomes clear that this tool is made to fit the demanding environments of large enterprises. It helps to streamline IT services, making everything work together smoothly. Overview of Jira Service Desk Now, let’s talk about Jira Service Desk. It’s also known as Jira Service Management now. Unlike ServiceNow, this tool is aimed at small to mid-sized businesses. If your company is growing but not quite massive yet, Jira Service Desk could be a good choice. It’s easy to use and doesn’t require a huge IT team to manage it. You might ask, “What can a Jira ticketing tool do for a smaller business like mine?” The answer is that it provides the right balance of power and simplicity. It’s great for businesses that need to manage IT services but don’t need all the extra features that bigger companies might require.  Also read: Atlassian Partner Benefits for Small & Medium-sized Businesses ServiceNow vs. Jira Service Desk Comparison: Features  When deciding between ServiceNow and Jira Service Desk, it’s important to look at how they compare in terms of features and pricing. These tools are designed for different types of businesses, and this affects what they offer and how much they cost. How do these tools really compare? Here’s a simple table to show the key differences: Feature ServiceNow Jira Service Management Setup Time Takes around 5-6 months Usually 1-2 months Ease of Use More complex, needs developer help Easier to use, especially if you know Jira Scalability Scales well but needs lots of customisation Scales easily with ready-made integrations Pricing Starts at about $100 per user per month, varies by quote Starts at $21 per user per month, with a free option Best For Large companies with complex IT systems Small to mid-sized businesses Integration Lots of integration options but can be tricky Seamless with other Atlassian tools like Jira Support 24/7 support available but can be costly Clear support options, costs are upfront Pricing Models ServiceNow often requires a custom quote, and prices usually start at around $70-$100 per user per month. The final price can be higher depending on what you need. You’ll need to talk to their sales team to get a clear idea of the cost. Jira Service Management, on the other hand, is more straightforward with its pricing. You can start with a free plan for up to 10 agents. If your team is bigger, the Standard plan is $7.16 per user per month, and the Premium plan is $12.48 per user per month. This makes Jira servicedesk pricing easier to understand and plan for. When you compare the features of Jira software with ServiceNow, you’ll see that Jira is built to be simple and affordable, especially for growing businesses. ServiceNow is more for large companies that need a lot of customisation and can handle a more complex setup. Want to understand ITSM? Start with our detailed guide on IT service management. Also check out : Jira Software vs. Monday.com When to Choose ServiceNow? ServiceNow is a great option if your company is large and needs to manage complicated IT systems. For example, if your company has multiple departments with different IT needs, ServiceNow can help streamline everything. It’s perfect for organisations where the IT setup is not straightforward and needs a robust system to manage it all. Companies like Schneider Electric and the State of Colorado have successfully used ServiceNow to improve their IT services. They managed to automate many of their processes, which not only made things run smoother but also allowed their IT teams to focus on bigger issues. So, if your business needs a powerful tool to manage complex IT tasks and you want something that can grow with your business, ServiceNow might be the right choice. But remember, it’s always good to look at service now alternatives to make sure you’re picking the best option for your needs. When to Choose Jira Service Desk? If your business is small or midsize, Jira Service Desk might be a better fit. It’s simple to use but still powerful enough for… Continue reading ServiceNow vs. Jira Service Desk for ITSM Workflow Management: Which Tool Fits Your Business?

MicroGenesis, in collaboration with Atlassian, is thrilled to share the latest advancements in AI-powered IT Service Management (ITSM). Atlassian has unveiled a powerful virtual agent and expanded AI capabilities, aimed at revolutionizing how enterprises provide exceptional support to their employees and customers in today’s digital and remote-friendly world.  AI-Powered Virtual Agent Enhancing Experiences:  The advent of remote work and globally distributed teams has necessitated the need for 24/7 virtual support. Atlassian’s integration of AI-powered virtual agent technology with Jira Service Management, their renowned ITSM offering, empowers support teams to deliver exceptional service faster and at scale.  This virtual agent allows teams to automate support interactions, offering fast, always-on conversational support through their preferred collaboration tools. It leverages a robust AI engine to analyze and understand intent, sentiment, context, and profile information, ensuring personalized interactions. Notably, it harnesses a best-in-class Natural Language Processing (NLP) engine and adapts through interactions. Setting up the virtual agent is effortless, allowing support teams to tailor experiences without coding.  The virtual agent incorporates generative AI to dynamically generate responses from enterprise sources like knowledge base articles and FAQs. It smoothly transitions conversations to human experts when needed, maintaining context and expediting case resolution. With guidance from an IT service management consultant, organizations can implement and optimize virtual agents, enhancing support efficiency and user experience. AI Innovations Enhancing Support Across Enterprises:  Complementing the virtual agent, Atlassian Intelligence introduces innovations to reduce the cognitive load on support agents, enabling them to handle issues with both empathy and speed.  Agents can quickly access concise summaries of prior conversations and recommended resolution paths, streamlining hand-offs between support agents and minimizing back-and-forth interactions.  Atlassian Intelligence helps agents generate and enhance responses, fostering clear and thoughtful communication with stakeholders. It aids in crafting better responses, adjusting tone, and summarizing lengthy knowledge base articles.  Further AI-powered features in Jira Service Management enhance operations and employee support, including context awareness, intelligent agent assignment, automatic incident categorization, grouping similar incidents, surfacing past incidents for reference, and identifying potential change conflicts.  Dig Deeper: 12 Warning Signs You Need To Change Your ITSM Strategy  The Vision for AI-Powered Support:  Atlassian envisions a future where enterprises provide unified help experiences, acknowledging that different teams may prefer diverse service delivery tools and channels. The goal is to create an “intelligent front door” to route employee requests efficiently to the right tools and teams. This unified experience will collect requests from multiple channels, assess context and intent, deliver concise answers, and recommend the appropriate team or tool for resolution, potentially including third-party solutions. An IT service management company can assist in implementing this approach, ensuring seamless integration and optimized support processes across the organization. Atlassian is committed to empowering enterprises with AI to deliver exceptional support at scale, and MicroGenesis is proud to be a Platinum partner in this transformative journey.  Together with Atlassian, we aim to revolutionize the way support is provided, ensuring that every team can unleash its potential to deliver outstanding service, no matter the scale or complexity of the task.  Conclusion: How MicroGenesis Helps in ITSM Solutions  At MicroGenesis, we are dedicated to bridging the gap between cutting-edge technology and your IT service management (ITSM) needs. As a trusted Platinum partner of Atlassian, we play a pivotal role in deploying and optimizing Atlassian’s AI-powered solutions, including the groundbreaking virtual agent in Jira Service Management.  Our expertise extends beyond technology implementation; we’re here to ensure that your organization harnesses the full potential of AI-powered ITSM. MicroGenesis excels in tailoring these advanced tools to your unique requirements, streamlining workflows, and maximizing their impact.  With MicroGenesis as your Atlassain Platinum Solution Partner, you gain access to a wealth of experience and insights. We collaborate closely with your team to understand your specific objectives, enabling us to design solutions that enhance your ITSM capabilities, improve employee and customer support, and drive overall efficiency.  In the dynamic landscape of ITSM, where AI and automation are essential, MicroGenesis empowers your organization to not only keep up with the latest advancements but also stay ahead of the curve. Our commitment to excellence and innovation ensures that your ITSM journey is marked by seamless operations, exceptional support, and a path to success in the digital age. 

When is it time to break up with your current IT Service Management (ITSM) solution and seek out greener pastures? It’s a hard choice to make. ITSM is an essential element in modern organizations, but not all ITSM strategies or tools are created equally.If you’re experiencing any of the 12 symptoms listed below, your ITSM strategy is showing signs of aging, and it’s time to look for new options. 1.Lack of agile mindset Embracing the agile mindset outlined in the Agile Manifesto is essential for organizations to overcome the limitations of traditional management approaches.The manifesto emphasizes the value of individuals and interactions, working software, customer collaboration, and responsiveness to change. An agile mindset enables quicker turnarounds, enhanced transparency, improved product quality through continuous feedback, and effective resource management in dynamic environments.Without this mindset, teams can become stagnant, prioritizing outdated visions over short-term goals and wasting resources. Innovation is stifled due to slow feedback cycles, and rigid documentation practices can lead to costly delays if project requirements change. Failing to adopt an agile mindset in ITSM implementation risks being left behind, as Gartner reports that organizations neglecting agility will have their ITSM practices overlooked as other areas of the organization embrace more agile processes. 2.Silos and disparate tools Traditional service management tools often contribute to siloed and fragmented operations, hindering IT and operations teams from adopting an agile mindset and collaborating effectively with other departments.Without embracing agility, siloed resources and disparate tools become barriers to both IT service management strategy and overall business innovation. Industry data highlights the pressing need for digital transformation, agility, and rapid service release to remain competitive in the modern business landscape.Recognizing the detrimental effects of silos and disparate tools is crucial, as it signifies the urgency to address and improve your IT service management strategy. 3.It’s difficult for diverse teams to deliver services Traditional service management tools suffer from an inflexible mindset that hinders diverse teams from effectively delivering services. These tools promote an individualistic approach that inhibits collaboration and impedes results.Departments like human resources, facilities, and finance encounter obstacles in serving internal customers due to the increasing need for collaborative and unstructured work, which traditional service management fails to address.To overcome these limitations, service management solutions must prioritize openness, collaboration, and transparency. Atlassian’s Jira Service Management is designed with these principles in mind, offering a user-friendly low-code environment that can be easily adopted across the organization. Unlike other cumbersome tools, Jira Service Management supports multiple teams, enabling diverse departments to deliver services efficiently and build better connections with customers. 4.Command and control approach Agility is paramount in modern business environments where key stakeholders need autonomy to ensure consistent alignment in operations. To guarantee agility, your teams need flexibility and simplicity.Unfortunately, traditional service request tools may use an outdated command and control approach that’s rigid and overly centralized. This inflexible one-size-fits-all approach doesn’t follow the agile methodologies that define modern ITSM implementation strategies. By design, traditional service management approaches and tools limit your ITSM strategy. 5.Unnecessary or redundant tools Having more tools does not always equate to better outcomes in IT service management (ITSM). In fact, unused or redundant tools can drive up costs and hinder efficiency by introducing unnecessary steps and complexities into workflows.Legacy service management software often exaggerates the number of tools offered, promoting over 100 options when only a fraction are truly necessary. These tools are falsely marketed as a remedy for organizational siloing issues, deceiving buyers into unnecessary purchases.According to Gartner, it is common for businesses to overinvest in service desk software tools, resulting in excessive spending and increased overhead costs. Gartner predicts that in 2023 alone, organizations will waste $750 million on unused ITSM tools. Avoid becoming part of this statistic by carefully evaluating your tooling needs and resisting the temptation to acquire more than what is essential for your specific requirements. Also Read: Financial Benefits of Moving to the Cloud with the Right Partner 6.Unable to adapt to business needs Your IT service management (ITSM) solution should possess the ability to adapt and scale alongside your evolving business needs. It is crucial to recognize that ITSM is not a static methodology and requires tools that can keep pace with your organization’s growth. Flexibility in both your ITSM strategy and the underlying tools is indispensable, as it allows for seamless adjustments and ensures alignment with your evolving operational requirements.When encountering significant misalignment in your ITSM strategy, it is essential to carefully evaluate the potential gaps that may exist. Providers or infrastructure that lack flexibility can impede the implementation of your service desk software, especially during unplanned changes or rapid scaling of operations, leading to various downstream issues.An inflexible ITSM solution can also result in downtime and outages caused by poorly planned or challenging IT changes. According to Gartner, the average cost of IT downtime amounts to $5,600 per minute of service unavailability. These figures underscore the significant impact that a flexible and scalable ITSM solution can have on your reliability and overall profitability. 7. Ballooning costs If your IT service management (ITSM) software costs are increasing without a corresponding improvement in returns, it indicates that you are overpaying for the solution. ITSM expenses extend beyond the initial implementation and include ongoing costs like subscription and licensing fees, maintenance expenses, annual fees, and personnel costs. If these costs continue to rise without operational improvements, it suggests that your service desk solution is not delivering value for the investment. There are several reasons for escalating costs, such as underutilization of the solution’s features. It is crucial to evaluate whether you genuinely need all the features and discuss with the provider to remove unnecessary ones to reduce pricing. If that is not feasible, it indicates that your current ticketing software is no longer suitable for your organization. Additionally, hidden or unexpected fees in traditional service management tools, along with costs for add-on modules, upgrades, and consultants, can contribute to rising expenses. Carefully scrutinizing the fine print and addressing any missing components is essential.If you… Continue reading 12 Warning Signs You Need To Change Your ITSM Strategy