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Choosing the right IT Service Management platform is a critical decision for growing organisations. As IT environments become more complex, the tools used to manage them must support efficiency, visibility, and scalability. Two platforms that often appear on the shortlist are Freshservice and ServiceNow. While both are powerful ITSM solutions, they are built for very different stages of organisational maturity. ServiceNow has long been positioned as an enterprise-grade platfo

As organisations grow, IT teams often find themselves overwhelmed by a steadily increasing number of support requests. What starts as a manageable queue can quickly turn into a backlog that impacts productivity across the business. In many cases, the issue isn’t a lack of effort from IT teams; it’s the absence of automation in everyday service management. A large portion of IT requests tend to be repetitive in nature. Password resets, access approvals, software requests, and

For many growing organisations, spreadsheets are often the starting point for managing IT support. They feel simple, flexible, and easy to control. In the early days, this approach might work. But as teams expand, systems multiply, and support requests increase, spreadsheets quietly become a bottleneck rather than a solution. What usually begins as a quick way to track tickets soon turns into a fragmented process. Requests arrive through emails, chats, and walk-ins, while upd

As businesses grow, IT operations tend to become more complex without much warning. What once felt manageable through emails, spreadsheets, and basic tools quickly turns into a scattered support environment. Requests come in from multiple channels, visibility drops, and IT teams spend more time reacting than improving services. One of the most common signs of this shift is the loss of control over IT requests. When there’s no single system managing incidents, service requests