Businesses of all sizes are involved in IT service management (ITSM) in some way. Some use spreadsheets and old legacy systems, and others use large, expensive platforms. Neither are effective.
Legacy systems often take on more than they were originally meant for; being built with limited flexibility, causing poor user experiences and performance.
And large service request platforms are usually extremely expensive to set-up, customize, and maintain. Again, delaying operations and frustrating employees.