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.
Active Ambassadors in This Topic
Community Posts
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
Yes, I've already upgraded.16%
Yes, I'm planning to upgrade this week.47%
No, I'm not planning upgrading in the near future.26%
I don't use Windows.9%
Other (share below)
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?
Cost of RPA products24%
Lack of developers who can code RPA applications43%
Amount of customization needed to automate business processes27%
Lack of RPA code maintenance resources4%
Length of time to fully evaluate12%
Ability to save work during trial39%
Little effort to configure or set up trial28%
Little effort to demonstrate value to stakeholders12%
No payment or pre-commitment for trial7%
Little effort to understand trial terms