r/itsm

I’m exploring a problem that I suspect many ServiceNow / IT operations teams deal with, and I’d like to validate whether it’s actually painful before building anything.

Operational information is often spread across ServiceNow, Jira, email, Teams, etc.

For example, ServiceNow might contain the incident, Jira contains the engineering work, and an email thread contains an escalation or decision that never makes it back into either system.

Someone then has to piece everything together to answer:

• What are our biggest operational risks right now?
• Which incidents actually need attention?
• Are any upcoming changes at risk because of unresolved Jira issues?
• Are there recurring incidents we're not noticing?
• What changed since yesterday/last week?
• What does management actually need to know?

I'm considering building a small AI-based tool that connects ServiceNow + Jira initially and does two things:

1. Detects potential operational risks by correlating information between the systems.

2. Automatically produces an evidence-backed daily/weekly briefing for IT operations leadership.

For example:

🔴 Release risk detected

> ServiceNow change CHG001234 is scheduled for tomorrow, but related Jira issue APP-482 is still marked Critical/Open.

> Recommended action: Review APP-482 before approving the change.

Every finding would link back to the underlying records rather than just having an LLM generate a vague summary.

But before writing much code, I'd rather understand how teams actually handle this today.

For those working with ServiceNow in Incident / Problem / Change / Service Delivery / IT Operations:

How do you prepare daily or weekly operational reports today?

How much manual work is involved?

Do you regularly need information from Jira, email, Excel, Teams, etc. alongside ServiceNow?

And most importantly: would automatic cross-system risk detection actually solve a problem for you, or is this a solution looking for a problem?

Feel free to tear the idea apart. Negative feedback would actually be useful at this stage.

Hello

In this post I just want to know what is your situation, especially if you are solo IT support and also sysadmin in your company.

Do you use ITSM for service management system?

Do you use it just for communication and record activities? Because most of them will be done by your self.

Thank you in advanced.

I work for a software company with around 180 employees in Austin, and as we've grown it feels like internal requests have become way harder to manage.
A simple request will start with IT, then HR needs to approve part of it, then Ops has to do something before it goes back to IT. Before long, nobody knows who's actually responsible anymore. The employee just keeps waiting while every team assumes someone else is handling it.
People start replying to old email threads asking for updates, Slack messages get buried after a day or two, and half the time nobody can even find the latest conversation. We've even had duplicate work happen because two teams thought the other hadn't started yet.
Then someone gets frustrated, managers get involved, and everyone starts digging through emails and Slack trying to figure out where the request got stuck.
It's making me think we really need one shared workflow where ownership is clear from the start instead of requests constantly bouncing between departments.
Has anyone dealt with this, what are you using that actually works?

Hey everyone,

We’re a team of 100, and tbh, we’re drowning. managing internal requests (IT, HR, finance, etc.) feels like a full time job in itself. the problem isn't just the volume it’s that everything is scattered across email, Slack, Teams, and random spreadsheets.
We’re constantly chasing updates, losing track of who owns what, and accidentally duplicating work or letting things slip through the cracks. It’s turned into a total blame game.
I need a way to centralize everything so we can track requests, clearly assign ownership, and see status updates without digging through old threads. What are you all using to actually fix this chaos?

Hey everyone, I’m 32M working remotely for a US-based company with around 100 employees, and lately our internal requests have become a mess.
The problem is everything happens in different places. Someone sends an IT issue in Slack, someone emails HR, someone sends a random DM to a manager, and then a few days later nobody knows if the request was ever handled.
Slack is great for quick conversations, but it’s terrible for tracking actual work. Messages disappear, people forget to follow up, and support ends up searching through old chats just to figure out what happened.
The frustrating part is that most requests aren’t even complicated it’s just that there’s no clear place to submit them, track progress, or know who owns the next step.
For those managing remote teams, how are you keeping IT, HR, and internal requests organized are you using a service desk tool, or just forcing everyone to stick to tickets?