Enterprise & IT Service Management (ITSM)
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Big Data16%
Remote Work19%
Microservices / Containerization13%
CI / CD7%
Zero-Trust15%
Automation2%
Digital Transformation17%
Cloud / Cloud Native2%
DevOps or DevSecOps3%
Other (comment)1%
"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.
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?
Curious if anyone could share with us factors to consider and any success stories with large IT enterprises utilizing Azure DevOps coupled with a modern ITSM? What risks or pitfalls exist when compared to using Jira Cloud for development and ITSM? Today, we’re using Jira Data Center and Jira ITSM, but we’re at an inflection point to determine a long-term strategy. There are a couple of large departments across our Enterprise that are already using Azure DevOps successfully with 400+ engineers, but we need to solve the service management tooling strategy and how a new ITSM would integrate (bi-directional sync) with Azure DevOps.
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?
When it comes to outsourcing and managed services - which services do you completely outsource (e.g., L1 Help Desk, Windows Servers support, etc.), which one you used managed services (your people in charge but a vendor runs the team based on SLAs, e.g., Cloud engineering) and which ones you always keep in house (FTEs and staff augmentation, e.g., strategy and architecture)?
Is the IT-department the main driver of innovation in your organization?
Yes82%
No (share who in comments)17%
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
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?
>90%16%
50-90%52%
25-50%20%
<25%12%