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ITSM platform — Zoho Desk (re-launch with policy), Freshservice, or ServiceNow.it.decisions.d05

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Summary

Tool plus policy; 'no ticket no service' rollout. Decision owner (sheet): IT Head. Sheet target: Wk 2.

Rationale prompt skeleton

Capture the rationale for this decision. Sheet-recorded justification: "Tool plus policy; 'no ticket no service' rollout.". Reference the evidence questions, name the alternatives considered, and explain how this decision propagates to design, BoM, and operating model.

Default options (3)

relaunch_zoho Re-launch Zoho Desk with policy

Keep the existing Zoho Desk licenses; tighten policy + comms + HR backing under 'no ticket, no service'.

Pros
  • + Sunk-cost recovered
  • + Fastest to value
Cons
  • − Adoption issue is org-cultural, not tooling — won't shift if policy fails
freshservice Move to Freshservice

Mid-market ITSM with strong service catalogue and lower TCO than ServiceNow.

Pros
  • + Balanced features vs cost
  • + Faster implementation than ServiceNow
Cons
  • − Net-new license + migration
  • − Smaller ecosystem than ServiceNow
servicenow Move to ServiceNow

Enterprise ITSM; aligns with global tier-1 standard.

Pros
  • + Most mature platform
  • + Aligns with parent-KSA if KSA is on ServiceNow
Cons
  • − Highest TCO
  • − Heaviest implementation

Default approval chain

  1. Admin
  2. ExecutiveViewer

Linked evidence questions (5)

id prompt workstream
it.applications_data.q04 Current ITSM tooling — Zoho Desk (licensed but underused), Freshservice, ServiceNow, Jira Service Mgmt, none. License count vs active users. it.applications_data
it.itsm_service.q01 Today's intake channels — email, phone, walk-up, ticketing, WhatsApp, direct calls to vendors. Approximate volume split. it.itsm_service
it.itsm_service.q02 Zoho Desk — current adoption: licensed seats, active users monthly, tickets/month, abandonment to email. Top reasons users bypass. it.itsm_service
it.itsm_service.q03 Future ITSM tooling decision — keep Zoho Desk, move to Freshservice / ServiceNow / Jira SM. Driver: cost, federation, parent-KSA alignment. it.itsm_service
it.itsm_service.q10 'No ticket, no service' rollout — leadership communication plan, HR enforcement hooks, exception path (e.g., true emergencies). Target adoption KPI and date. it.itsm_service