u/Own-Connection5371

We're seeing a surge in the popularity of our Work OS, which is a good thing but has made it hard for us to enforce governance. Departments such as HR, IT, operations, facilities, and customer service want unique workspaces and automations for their needs. Each department's request can be substantiated by some reason, but meeting their individual requests leads to mounting configurations and inconsistent reporting as a result.

Because I'm the CIO, I wonder if this unrestricted growth today will lead us to higher support and administration costs in the future. Despite that, limiting customizations may lead to lower acceptance level of business users who would require complex workflows. I'm interested in learning from other successful organizations about how they have achieved governance with the help of Work OS while fostering innovation.

We have been assessing the role of AI functionality in various business models, and management is particularly enthusiastic about efficiency improvements. However, things are not so simple. AI can condense tickets, formulate replies, and offer suggestions but it still needs human supervision to confirm results, regulate instructions and check data used. At times it seems like we have exchanged manual work for something else requiring a lot of attention. I am not against AI, but its implementation did not bring the outstanding savings some vendors promised.

People who implemented AI-based customer relations or workflow software, have you managed to discover substantial efficiency benefits?

Our SLA compliance is in the high 90s. CSAT looks fine too, so leadership thinks we're all good. However the reopen rate is creeping up. Users contact us up to three times for what should be a single fix. We have tickets getting split so first response timers stay green. The green dashboard corporate looks at is the least honest view of how the desk is really doing. The metrics that show real service quality are hard to fit on a slide though. What do you watch instead to know if the desk is in good shape?

I found someone who left back in February still had VPN and a couple SaaS logins live. Nobody had deprovisioned them, the manager had mentioned it to me in a hallway once but it never turned into an actual ticket.
The problem is that leaver notifications come from everywhere, HR email, a slack ping, word of mouth, etc. None of it lands in one place I can track against. Thats mostly annoying for joiners, and an audit and security gap for leavers .
How do you guys handle the intake on this? Do you force everything through one request form, tie it into the HRIS, or something else? What's held up for you past 500 headcount?