In recent years, rapid organizational growth and evolving business demands placed increasing pressure on Diligent’s internal service management capabilities. Teams were expected to deliver faster, support new internal use cases, and scale operations, all while continuing to meet strict governance and compliance requirements. For years, Diligent relied on a legacy IT service management (ITSM) platform as its central service hub. Over time, however, several challenges became increasingly difficult to ignore, including: Escalating licensing costs as the number of agents and use cases expanded Rigid workflows that required heavy customization to support non-IT teams Long lead times for making changes, which slowed service delivery and innovation Difficulty adapting the platform as internal structures and processes evolved Complex legacy data that made migration both risky and expensive As Diligent continued to scale, it became clear that the existing platform was consuming resources that could be better invested in innovation and business enablement.
