Our IT team recently migrated to a new ITSM (IT Service Management) tool that, beyond meeting our immediate needs, brought a flexibility our operation had been missing. The transition was key to improving how closely our processes are followed and to optimizing the team's roles in a continuous, scalable way.

As an IT manager, I know how crucial it is to have a tool that supports the changes and complexities of operational processes. When the tool isn't a good fit, its impact on the operation can be far greater than you'd expect, because it can restrict the implementation of new workflows and adjustments. In that scenario, we end up adapting to the technology's limitations instead of using it as an ally in our growth.

Before the change, our IT operation was limited to simplistic solutions: five priority levels and at most three ticket types (incident, request, and problem). This basic approach didn't meet the demand for customization and agility our operations require. Now, with the new tool, we can fully leverage ITSM capabilities, adopting features such as custom workflows, automations, and even artificial intelligence to optimize routine tasks.

The main benefits include:

• ‍Automatic ticket summaries: Thanks to artificial intelligence, we can generate automatic summaries of long, content-heavy tickets, making analysis and decision-making faster and more accurate.
• ‍Smart filters and reports: We build report filters using simple AI prompts, which streamlines data collection and analysis without overloading the team.
• ‍Rapid automation development: The tool lets new automations be built quickly with AI prompts, increasing process efficiency.
• ‍Higher productivity and visibility: Managing the team's tasks and deadlines has improved substantially, with greater transparency and organization.
• ‍Adapting to complex processes: The tool let us customize workflows, forms, and automations, making the operation smoother and better suited to our specific challenges.
• ‍Efficient metrics with low effort: Implementing metrics now takes minimal complexity, delivering valuable insights with less effort.

After this rollout, we saw a considerable improvement in our technicians' satisfaction. They can now focus on what they do best: delivering quality support to users, troubleshooting quickly, keeping their tasks organized, documenting processes accurately, and relying on a tool that acts as an enabler rather than a barrier.

With the new solution, our team not only became more productive but also gained the autonomy to manage and optimize their own workflows, becoming more efficient, more agile, and more satisfied with the work they deliver.

By Felipe da Motta Freire

‍