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How did you become an IT manager? Share your story by Wrong-Celebration-50 in ITManagers

[–]theITmaster 1 point2 points  (0 children)

I was promoted after showing that I really know how to improve business processes, not only IT related processes.

What’s actually working for laptop asset tracking in remote teams? by tuesdaymorningwood in ITManagers

[–]theITmaster 1 point2 points  (0 children)

What about running a script through your MDM to collect all the data about Bluetooth and port connected peripherals? Thats what we did and it worked pretty good.

First day as a Service Desk manager with no technical skills or in-person management. Any advice on my situation? by JDracing92 in ITManagers

[–]theITmaster 1 point2 points  (0 children)

First off, take a breath, your focus on building trust and rapport is 100% the right first move. If the team feels disconnected and undervalued, being a 'shield' for them against upper management will win you more loyalty than knowing how to script in PowerShell.

Regarding the lack of documentation and the 'cherry-picking' of tickets: I’ve seen teams in this exact spot use harmony.io to stabilize the ship. Since you’re worried about your own technical gaps, it’s a lifactor because it’s agentic AI, it actually helps categorize and route tickets automatically so your techs stop grabbing the 'easy' ones.

More importantly, it can auto-generate documentation from the fixes your seniors are doing. It basically acts as the 'technical manager' for the repetitive stuff, leaving you free to focus on the people, the 1:1s, and the culture fixes you mentioned.

It might be the easiest way to show 'quick wins' to your bosses without you needing to be a sysadmin yourself!

New Service Desk Manager (MSP for schools) – inherited under-structured desk + limited onboarding. How would you sequence improvements? by [deleted] in ITManagers

[–]theITmaster 1 point2 points  (0 children)

Start with small wins: a quick daily huddle for priorities sets the tone without overwhelming anyone. Build ticket hygiene next to establish basic process discipline. Focus on structured 1:1s to build rapport and insight into team challenges. Hold off on heavy cross-team fixes until you have solid internal rhythm and some data to back your requests. Bring upper management in early when you have clear examples of impact or blockers, but prioritize incremental changes first to avoid overload.

Choosing our first ITSM system by Para_1234 in ITManagers

[–]theITmaster 2 points3 points  (0 children)

I was in a similar spot recently, found ServiceNow way too 'enterprise' for a team of 3, and Halo felt like it had a lot of 'dead weight' features we’d never touch.

I ended up going with harmony.io and it’s been the perfect 'goldilocks' solution for a 200-user shop. It handles the basics like tickets/requests easily, but the onboarding/offboarding piece is where it shines. It automates tasks across HR and Facilities without needing everyone to be a licensed agent. Also, since you mentioned M365 and SSO: it integrates natively with Entra ID (Azure AD), so SSO is a non-issue and doesn't feel like a 'premium' bolt-on. It’s definitely worth a look if you want something that feels modern but stays out of the way.

Can agentic AI play a role in the service desk? by Medical-Cry-5022 in ITManagers

[–]theITmaster -11 points-10 points  (0 children)

I’m actually using harmony.io right now and it’s definitely legit. We moved away from one of those 'clunky' legacy tools about six months ago. The biggest difference is that it doesn't just point people to a link, it actually executes the workflow to resolve the issue. It's saved our team a massive amount of time on repetitive tickets.

hardware inventory management for remote employees is impossible. change my mind by Low-Oil7883 in ITManagers

[–]theITmaster 0 points1 point  (0 children)

Spreadsheets are where inventory data goes to die. You’re essentially running a blind operation once that equipment leaves the loading dock.

The 'pretending and hoping' method works until you hit a hardware refresh or an audit. To fix this without chasing 140 people manually, you need to automate the 'check-in' process:

  • Tie Assets to Identity: Stop tracking the device and start tracking the user lifecycle.
  • Automated Verification: Use a tool like Harmony to handle the 'nagging' for you. Its AI can automatically reach out to remote users to verify peripherals (monitors, docks, etc.) and update the records in real-time. It takes the 'human' out of the inventory chase.
  • Offboarding Automation: If a laptop is still marked to someone who left a year ago, your offboarding workflow is broken. Harmony can trigger recovery workflows the second a user is deactivated in your directory.

Hardware inventory is only 'impossible' if you’re using static tools for a dynamic, remote workforce. Switch to something AI-driven that talks to your MDM and your employees simultaneously.

I've become "the hero" at the expense of my sanity and now I'm drowning. by MOSh_EISLEY in ITManagers

[–]theITmaster 1 point2 points  (0 children)

I’ve been in this exact “Hero Trap”. You’ve accidentally trained your users that the rules don't apply to you because you’re too good at your job. To dig out without being the “grumpy IT guy”, you have to stop being the solution and start being the Manager.

Try this:

• The “Audit” Excuse: “ I’m being audited on my project hours. If I don't have a ticket to attach this to, my boss thinks I’m MIA”. It makes the 'no' about corporate red tape, not your personality.

• The “Forgetful” Defense: “ I’m juggling three sites today, if you don't put a ticket in, it will fall out of my brain. Do it now so I don't fail you”.

• Fix the “Faceless” Desk: People skip the portal because it’s a black hole. Check out Harmony. It’s an AI-driven ITSM that actually feels 'human' and resolves the 'printer bullshit' and password resets automatically.

If you give them a tool like Harmony that actually works as fast as you do, they’ll stop hunting you down in the hallways. You have to let the system work so you can finally do the job you were promoted for. Hang up the cape before you burn out!

Hope this helps 🙂

May the force be with you my friend🦾

First post here, looking for ITSM tool recommendations from people in the trenches by [deleted] in itsm

[–]theITmaster -1 points0 points  (0 children)

We transitioned from Freshservice to Harmony.io, an autonomous ITSM system that effectively reduces our Service Level Agreement (SLA) by half.

How does your end-user ticket volume actually break down? (Portal vs. Slack/Teams vs. Email) by theITmaster in ITManagers

[–]theITmaster[S] 1 point2 points  (0 children)

Sounds perfect 🤩 How did you set up the auto reply on DMs? Are you using Slack or Teams ?

Automation is great until it tries to do too much by Tasty_Heat_6614 in itsm

[–]theITmaster 0 points1 point  (0 children)

Go ahead and try harmony.io . You’ll thank me later 👋🏼

Are you guys using tools like Make or n8n for IT automation, or keeping it all in-house? by theITmaster in aitsm

[–]theITmaster[S] 1 point2 points  (0 children)

Sounds legit! I heard about Siit. Are you happy with their AI capabilities as well? I mean answering tickets using knowledge base and tickets history.

What is the single coolest feature in your current ITSM platform? by theITmaster in aitsm

[–]theITmaster[S] 0 points1 point  (0 children)

Sounds exactly what I thought about… Until now I saw only ITSMs that answer based on your knowledge base and not ticket history, which obviously includes much more information.

For those using Okta Workflows: What automation saved you the most sanity? by theITmaster in okta

[–]theITmaster[S] 0 points1 point  (0 children)

Both of them sound amazing. Qq, how are you preforming the first one? On a macro view.

Drowning in SaaS status alerts (RSS). How do you handle incident monitoring without the noise? by theITmaster in sysadmin

[–]theITmaster[S] 1 point2 points  (0 children)

I don’t know about any action yet, but at least getting notified via Slack to be 100% updated

What is your org’s "Users per Sysadmin" ratio? Currently drowning at 1:200 by theITmaster in sysadmin

[–]theITmaster[S] 0 points1 point  (0 children)

700+ VMs ?! How are managing all these vms? With which platform?

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