For ESM, We are interested in separating providers for the benefits that the separate databases provide, but we are not really interested in complicating the user experience to report an issue. The general idea is:
- A user gets a fairly generic menu of things to report, for instance “IT Service Issue,” “IT Development Request,” or “InfoSec Request”
- The request is created. It will be routed to the appropriate service provider via an automation rule rather than manual triage.
- Ideally, the routing would be intelligent enough to be able to determine the nature of the request via AI and to appropriately categorize the request in the receiving provider’s catalog, but even basic routing is better than manually triaging the requests to providers.
