r/itsm

So we are implementing Freshservice ITSM at work. The CAB and ticketing system is fine. However the Asset Management system is beyond horrible. Trying to import our assets from an Excel spreadsheet should not be this difficult. Apparently we are using the "Advanced ITSM" instead of the "Classic ITSM" and its a hot mess. The documentation we have from their help desk does not match the UI. We are missing submodules in the Asset Management module, namely "Asset Types". Anyone else have this much of a struggle?

One of the teams involved in operations keeps a spreadsheet with 1800 records and 23 columns along with conditional formatting that no one understands, apart from that, there is one person who seems to be aware of the significance of column Q. The spreadsheet works with vendor requests from the areas of finance and law, as well as procurement. Replacing the spreadsheet is a good idea, but no one seems to know exactly how to do it. The operations department wwants a simple form and status tracker, while finance wants limits of approval, the procurement department seeks info on vendors, the legal department needs contract review triggers, and leadership wants dashboards. This is how a spreadsheet can transform into an enterprise system entirely by chance. Have you managed to switch the given process to a configurable workflow system and optimally redesign it after?

I am in charge of business applications at an organization where practically all the different departments are developing some distinct processes. The sales department uses its own customer relationship management system, while HR relies on numerous spreadsheets, finance uses several documents for approvals, and operations has its own project management system. The issue arises whenever two departments need to cooperate, as IT has to link everything manually. For instance, there was a case when the contract with the customer resulted in six emails being sent out to sales, finance, legal, and the department in charge of implementation over issues. No one was able to determine who was responsible for the next step. I'm exploring whether to use a customizable Work OS instead of buying many specialized devices for each workflow. For those who have experience integrating the workflows, how standardized should the processes be before the app gets out of control again?

Hey all, i'm in ops at a mid size b2b saas and I'm trying to clean up how we handle internal service requests across teams. Right now hr uses email, it has a small helpdesk tool, finance tracks requests in a monday board, and cx just pings whoever is online in Slack.
People keep asking me where the right place to log stuff and honestly I don't even know anymore. If you have managed to set up one workflow that people actually stick to, appreciate any thoughts.

were replacing bunch of older devices and the part im stuck on is what happens to the old ones. getting them back is one thing, but then theres checking them, storing them, and deciding where they go next, feels like the return process gets overlooked when planning refresh. dow do you guys handle it???

The HR Operations team supports around 900 staff members through a ticketing system that uses whatever employees prefer. Someone might get in touch with us regarding their benefits and another might get in contact directly with an HR Coordinator regarding parental leave. Managers send us onboarding changes through Teams. On the flip side, payroll questions can be sent multiple times before finally landing at the right destination. And the most frustrating part isn't the number of requests, but the loss of context and lack of visibility of what is pending, who has it, or how long it takes. A huge enterprise HR transformation is not required in this situation. What we need is proper intake, routing, ownership, escalation, and reporting, while ensuring sensitive issues remain confidential. For other HR operations, we would like to know what changes you would make if you wanted to centralize employee service requests.

I am leading the development of alternate discovery solution to replace our existing ServiceNow discovery solution which is:

• Costly
• Becoming more of repository vs bringing any value (This is my 5th company and 8th customer who is facing same challenges getting value out of CMDB, so please do not say process needs to approve, right implementation partner is needed etc .. We already par that) hence bring the real feedback. We have top notch ITSM and ServiceNow experts.
• Cloud-Native support challenges -- Network components, serverless services, AI services are not well supported in ServiceNow discovery, we ended up with heavy customization.

So I am m curious to hear from teams using ServiceNow Discovery, CMDB, cloud-native discovery tools, or similar platforms at enterprise scale. With infrastructure becoming increasingly dynamic across multi-cloud, Kubernetes, serverless and AI/ML environments, how well are current discovery solutions actually working for you?

• What are your biggest discovery challenges today—accuracy, stale data, dependencies, ownership, scale, or coverage?
• How well do these tools discover cloud-native and AI infrastructure such as Kubernetes, GPUs, model endpoints, and ephemeral resources?
• What outcomes are you getting from discovery data—operations, security, compliance, cost optimization, automation, etc.?
• Where existing tools fall short, how are you solving the gaps today?

Would love to hear real-world experiences—what works, what doesn’t, and what you wish these platforms did better.

We're replacing our current helpdesk HaloITSM this quarter and I'm surprised by how many options there are now.
Looking at Freshservice, Jira Service Management, Zendesk and monday service.

If you were starting from scratch in 2026, what would you pick and why?