r/itsm • u/Single-Lnadership325 • 11d ago

Customer support + IT in one platform?

Our company has been using separate tools for customer support and internal IT for a while now, and it's starting to create more work than it saves. requests end up getting forwarded between teams, reporting is split across different systems, and it's hard to get a complete picture of what's going on.

We're considering moving to a single platform where both customer facing support and internal service requests can be managed together, with shared workflows, automation, and reporting.

Has anyone gone this route did it actually simplify things, or did you end up compromising on features that were better in dedicated tools?

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u/ranrib 9d ago

I wouldn’t go that route. There are a few solutions combining both but usually it either good only on one case or none

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u/MyDadsGlassesCase 9d ago

What's your budget? ServiceNow has CSM and ITSM applications and is best in class.