Switching your ITSM (IT Service Management) can feel a bit like breaking up with an old flame—familiar, functional (mostly), but deep down, you know it’s not the right fit anymore. And as your company grows and processes get more complex, clinging to a clunky or legacy platform can seriously hold your team back.
If you're starting to feel like your ITSM isn’t keeping up with your team's needs, trust your intuition—and, of course, expertise.
Here are five signs it might be time to make the switch—plus what to do next if you're seeing them pop up on your radar.
1. Your Team Is Avoiding the Tool
If your team is doing everything except using your ITSM platform, that’s a red flag. Maybe they’re pinging each other in Slack instead of logging tickets. Or maybe they’re bypassing the process entirely because the tool feels like a hassle.
When the platform you’re paying for is being ignored, it’s usually because it doesn’t align with how your team actually works. The truth of the matter is—if logging a request feels like filling out tax forms, no one’s going to do it.
With more teams now operating in Slack or Microsoft Teams, your ITSM should meet them where they already work. Siit’s Slack-native and Teams-ready setup means employees can make requests or get help without leaving the apps they use every day.
Siit also offers multi-channel messaging, which pulls in emails and form submissions too, keeping everything centralized and easy to manage.
Pair that with the Slack and Microsoft Teams integrations that allow for custom request collection and instant approvals, and you’re looking at a system people will actually want to use.
2. You Can’t Adjust Workflows Without Developer Help
Need to change a workflow or update an approval process? If your ITSM requires a developer every time you want to tweak something basic, it’s time to question why.
In a fast-moving environment, agility is everything. Whether you're adjusting an access request flow or rerouting certain approvals to legal or finance, you should be able to make those changes without waiting on engineering.
Siit makes that easy with no-code, AI-powered workflows. You can build service catalogs, route requests using distribution rules, and set up dynamic forms that show or hide fields based on user input. Admins can configure rapid approval chains, snooze non-urgent requests, and build automation without writing a single line of code.
Siit integrates tightly with tools like Okta to keep user data synced, so you can automate based on role, location, or department without any guesswork.
3. You’re Still Chasing Tickets Manually
Still assigning tickets by hand? Still reminding people about SLAs in Slack threads or trying to remember who owns what? That’s inefficient and a huge waste of your team’s time.
Manual processes are fine at a small scale, but once your org hits a certain size, chasing tickets around is like herding cats. It’s time-consuming, frustrating, but on the other hand, it’s also completely avoidable.
Siit’s automation takes the busywork off your plate. Our tool auto-triages incoming requests using AI, routes them to the right person or team, and can even assign based on skills or request type. Add team queues, Kanban view, and saved filters, and suddenly your ticket board isn’t chaos—it’s clean and organized.
Knowledge base integrations with Confluence and Notion allow for smart article suggestions, so repetitive requests get solved before they even reach your team. No wonder Monzo and Qonto saw a 25–50% reduction in ticket volume by automating Level 1 requests with Siit.
4. Your Users Hate Filing Requests
If your employees dread submitting requests—or worse, avoid doing it altogether—your ITSM isn’t doing its job.
Most people just want to get help quickly and move on with their day. But when your ITSM makes filing a request feel like navigating a bureaucracy, people will look for shortcuts. That leads to shadow support, missed issues, and teams feeling overwhelmed by Slack or Teams messages that should have been formal requests.
With Siit, submitting a request is as simple as chatting in Slack or Teams. Dynamic forms adapt based on who’s filling them out. AI article suggestions pop up in real-time. Employees can even open private requests when needed.
You can also brand the self-service portal so it feels like a natural extension of your company’s internal tools. Think: your logo, your colors, your domain—your vibe.
Qonto, a leader in financial management solutions, saw a 28% drop in support tickets just by switching to Siit and letting its knowledge base and AI assistant do the heavy lifting.
5. It’s Just Not Evolving With Your Org
The tools that worked great when you were a 5-person team might not cut it now that you’ve grown. If your ITSM platform is struggling to keep up with your org’s evolution—new departments, new processes, more remote collaboration—it’s probably time to upgrade.
Modern ITSM platforms need to support cross-functional teams, not just IT. That means building bridges between corporate departments like HR, Finance, Legal, and Facilities. It means supporting things like employee onboarding, asset management, and procurement in a way that’s cohesive and scalable.
Siit was built with this kind of collaboration in mind. Whether you're managing IT tickets, HR service requests, or finance workflows, Siit provides a single, integrated experience. Everyone works off the same data, same platform, same request system, but it’s all based on roles and permissions, granting everyone access to only what they need. This ensures, for instance, sensitive HR information isn’t seen by IT and other corporate teams—and vice versa.
You can pull in context from platforms like Rippling, Workday, and Google Workspace and thanks to the 360° employee profile feature, internal support teams see everything from request history to current device info.
What to Do Next If You See These Signs
If you’re nodding along to any of the signs above, it’s probably time to start thinking about your exit strategy.
Here’s what you can do:
- Audit your current pain points. Talk to your team and gather feedback on what’s not working.
- Map your internal workflows. Understand what your ideal process looks like across departments.
- Look for an ITSM that’s built for how you actually work. That means native Slack/Teams experiences, AI-powered automation, and flexible, no-code workflows.
- Check your integration needs. Make sure your ITSM connects cleanly with your HRIS, MDM, identity platform, and knowledge tools.
- Book a few demos. See what’s out there and how different platforms compare in real-life usage—not just on a features checklist.
INLINE CTA: Book a demo and see what we bring to the table.
LINK: https://www.siit.io/request-a-demo
Migrate Your ITSM to Siit
Once you’re ready to make the switch, you’ll be happy to know that Siit makes the transition straightforward with a guided, hands-on approach designed to minimize disruptions and ensure you hit the ground running.
Here’s how the process looks in practice:
- We kick things off by auditing your existing setup. Our migration experts will review your infrastructure, identify key workflows and tools in use, and scope out a migration plan tailored to your organization’s needs and timeline.
- Once the plan is locked in, we set up your Siit dashboard. The migration assistant tool helps bring in your request history and maps exported data from your old system to Siit’s format. Custom fields, workflows, and critical metadata are all configured to match how your teams operate.
- Before anything goes live, we double-check everything with your team. Together, we verify that imported data is accurate and consistent, ensuring it aligns with your current processes. Any discrepancies get ironed out before you flip the switch.
- No one likes being surprised by platform changes. That’s why we support you with a clear, employee-facing communication plan. We’ll provide rollout timelines, change announcements, templates, and tips so your team knows what to expect and how to get started.
- The big day! When you officially go live, our team is right there with you. During this hypercare phase, we’re on deck to help resolve any hiccups and make sure your team feels supported and confident. We’ll monitor adoption, answer questions, and ensure Siit becomes a core part of your internal operations.
Ready to Rethink Your ITSM?
At the end of the day, your ITSM platform should make your life easier—not harder. If you’re constantly working around your tool instead of with it, it’s time to rethink what you’re using.
Siit is built for modern teams who want a simpler, smarter way to manage internal service requests. Whether you're a fast-scaling startup or an established org looking to streamline your internal support, Siit helps you cut through the noise and focus on what really matters: keeping your employees happy, your operations smooth, and your workflows effortless.
Sign up for a free trial and see how easy it is to get organized.
