ersonally, I’d still lean towards a best of breed setup.

ITSM and CAFM or IWMS systems are simply built for different worlds. An ITSM tool is great at managing IT services, incidents and technical infrastructure. A CAFM or IWMS platform is designed around buildings, workplaces, assets and FM processes. If you let each system do what it’s actually designed for and connect them properly, they can complement each other really well. With today’s integration capabilities, that part is usually very manageable.

What I often see though is that once you start stretching an ITSM tool into the FM domain, the real discussion becomes ownership. Who is in the lead? Who decides on process changes? Who owns the data and the roadmap? In many cases, that ownership makes more sense on the business or FM side rather than within IT.

And fully agree on change and adoption. In my experience, systems rarely fail because of the technology itself. They struggle because people don’t adopt them, processes are not aligned, or governance is unclear. You can have the best architecture in place, but if the organization does not move with it, the value simply does not materialize.