A top insurer aligned data and AI to cut waste, speed up delivery, and turn preauthorization into a fast, accurate, real-time process.
Energisa modernized 70 systems by migrating to AWS with e-Core’s support, gaining scalability, availability, and performance in the energy sector.
Introduction In today’s digital economy, IT Service Management (ITSM) platforms are more than just support tools, they are strategic enablers that impact operational efficiency, user satisfaction, and business agility. With an increasing focus on automation, AI, and user-centric service delivery, selecting the right service desk solution has become a critical decision for CIOs, IT leaders, and digital transformation teams. Why choosing the right service desk tool matters The service desk is the heart of IT operations. Beyond resolving tickets, it supports governance, ensures compliance, and drives consistent service experiences. A well-chosen ITSM platform enables faster resolution, proactive problem management, better user engagement, and alignment with digital transformation goals. On the other hand, a misaligned tool can lead to inefficiencies, user dissatisfaction, and mounting operational costs. When to use each tool Choosing the ideal tool depends on your organization’s size, IT maturity, integration needs, and strategic objectives: Jira Service Management (JSM): Best suited for organizations already using the Atlassian ecosystem or looking for agility and fast ROI. Strong in DevOps integration and automation via Rovo. ServiceNow : Preferred for large enterprises needing robust enterprise-grade features, deep AI capabilities, and high levels of customization. Ideal for those with higher budgets and complex service architectures. Freshservice: A favorite among mid-sized companies that need a full-featured ITSM without the complexity. Known for ease of use and rapid implementation. Zendesk: Strong contender for businesses that need multichannel support, especially customer-facing teams. Good choice for aligning IT support with customer experience. ManageEngine ServiceDesk Plus: Ideal for organizations needing strong ITIL compliance, asset management, and on-premise or hybrid deployment options.
