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Because the process is bought as a product. Incident, problem and change get their own tool, their own vocabulary and their own queue, disconnected from the people raising the requests and the assets involved.
The result is a service desk that can produce a change advisory board report but cannot say which laptop the person complaining is using.
Incidents are tickets. Problems group the incidents that share a cause. Changes carry their approval and their affected assets, and the assets are the same records Nest issues to people.
The service catalogue is what can be requested, with the approval each request needs, routed by the same rules as everything else.
The incident shows the person, their department, their assets and their open requests without a lookup. The problem record shows every incident it explains, so the business case for fixing it counts itself.
A change that goes wrong links to the incidents that followed it, which is the only reliable way to learn anything from change management.
It will not enforce a framework you have not agreed. The states and approvals are yours to define; Desk does not ship an opinion about how many approval gates a standard change needs.
It also does not discover assets on the network. What is in the register is what was recorded.
Nothing here is an integration. Each line is two products reading the same record from different sides.
Incidents are tickets. Problems group the incidents that share a cause. Changes carry their approval and their affected assets, and the assets are the same records Nest issues to people.
The incident shows the person, their department, their assets and their open requests without a lookup. The problem record shows every incident it explains, so the business case for fixing it counts itself.
It will not enforce a framework you have not agreed. The states and approvals are yours to define; Desk does not ship an opinion about how many approval gates a standard change needs.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.