Common ITSM Challenges Growing Businesses Face (And How a Modern Solution Helps)

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, and approvals, delays become inevitable. Tickets get overlooked, priorities are unclear, and response times start slipping. Over time, this impacts employee productivity and confidence in IT support.

At the same time, ticket volumes continue to rise while IT teams remain the same size. Without automation, routine requests and manual approvals consume valuable hours each day. This creates backlogs, puts pressure on support staff, and leaves little room for proactive work or innovation.

• Why Spreadsheet-Based IT Support Fails at Scale (high-conversion topic)

• Freshservice vs ServiceNow (comparison-led)

• How Automation Reduces IT Ticket Backlogs

Another challenge many organisations face is limited visibility into their IT assets. Hardware, software, and licenses are often tracked across spreadsheets or disconnected systems. This makes it difficult to understand what is in use, what needs renewal, and where unnecessary costs are creeping in. When audits or renewals come up, the lack of accurate data becomes a real business risk.All of this pushes IT teams into a reactive cycle—solving issues only after they disrupt operations. Without proper reporting and insights, identifying recurring issues or preventing future incidents becomes nearly impossible.

Moving Towards Smarter IT Service ManagementBreaking out of this cycle requires a more structured and modern approach to IT service management. Centralising requests, reducing manual effort, improving asset visibility, and gaining meaningful insights allow IT teams to operate with clarity rather than constant urgency. This shift enables IT to move from simply responding to issues toward improving service quality and supporting business growth.

Solutions like Freshservice make this transition possible by bringing incidents, service requests, asset management, automation, and reporting into a single platform. When implemented correctly, it helps organisations regain control over IT operations, reduce inefficiencies, and create a more consistent experience for employees.

As a Freshworks partner, we help businesses implement and optimise Freshservice for IT Service Management and Freshdesk for customer support. From understanding your current challenges to configuring workflows, automating processes, integrating systems, and providing ongoing support, we ensure the platform is aligned with your operational needs and scales as your business evolves.

With the right tools and the right implementation approach, ITSM challenges don’t have to hold your organisation back. Instead, IT can become a strategic enabler supporting productivity, resilience, and long-term growth.

Need help improving your ITSM processes? We’re an authorized Freshworks service partner, helping businesses implement and optimize Freshservice for faster, smarter IT support. Get in touch to explore how we can streamline your IT operations.