Key takeaway: Migrating your service management to Asana

I think, as I explained, I've done a number of different ITSM platform deployments over time. I'm a recovering ServiceNow deployment lead twice.

It gave me the gray hairs I have today. We went through this Avanti transition. As soon as I started the company, the team had just launched Avanti, and it was like, Oh, really? You chose Avanti? But, you know, it's a legacy platform.

They're not keeping up with the modern times. So as we really got deep with Asana, it was like, Wow, with Asana AI and workflows, could recreate this. So we were having a board meeting in Chicago in November of 'twenty four, and got out of the meeting, I said, I'm going to build an ITSM platform today. And so I built basically a help desk project matched exactly what we're doing in Avanti.

I built it in four hours. That wasn't using AI or anything. That was just using the core product. IT, help desk, and system administrators, they don't want to be answering tier one questions.

They don't want to necessarily have to answer the same question every single day.

Everyone wants to kind of be moving up and growing up a little bit, you know? And so what this is really allowing us to do, at least with this initial phase one go live, is take all of kind of the level one requests and incidents, troubleshooting, and how to, and answer it agentically through the service portal. And so our team will be able to level up if think about it to not having to do a lot of the tier one repetitive things.

And then kind of the next phase of this will be incorporating a lot of the automation. So request management workflows, a lot of the things that we're showing on the screen today, whether it's leveraging Stack, your own automation tools that you can plug in, That's our next phase of this. And so when our team looked at it and our help desk looked at it, they were like, Oh, I don't have to answer the questions of how do I plug in my monitor anymore? You know, like people aren't going to send me a Teams chat or open a ticket for that. The other area, our team wants to grow and they want to lean more into automation. They want to learn new products. Know, I have growth plans for the entire service team, you know, certification plans, you know, learning new technology, becoming system administrators.

They don't have time for that, you know, when they're doing tickets all day. And so, this is going to help free up some of that time so they can start to level up.

Our current system administrators are moving into more automation engineering and AI engineering. And so, the whole team is getting this to elevating in their own respective way, but this is just a piece of that evolution.

Amazing. I think that's a super inspiring story. This is a way where you're not doing busy work anymore, things that are draining, and really focusing on the things that help you elevate yourself in your career as a practitioner.

Super, super excited to hear that.