The rising cost of technical debt in IT service management
Technical debt in IT service management (ITSM) platforms is becoming a growing concern as organizations expand their use across departments without adequate governance. Rapid deployment and lack of architectural controls can lead to long-term inefficiencies and higher innovation costs. The issue affects major platforms like ServiceNow, Freshworks, and Ivanti Neurons for ITSM.
- ▪ITSM platforms are increasingly used beyond IT, supporting functions in HR, Finance, CRM, and Facilities.
- ▪Technical debt can begin accumulating before a platform is even deployed.
- ▪Poor governance during rapid expansion contributes significantly to technical debt.
- ▪Technical debt makes future innovation on ITSM platforms more difficult and expensive.
- ▪Major ITSM platforms including ServiceNow, Freshworks, and Ivanti Neurons are susceptible to technical debt issues.
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Pro The rising cost of technical debt in IT service management Opinion By Ron Browning published 1 May 2026 How technical debt quietly slows ITSM platforms and why governance determines innovation success When you purchase through links on our site, we may earn an affiliate commission. Here’s how it works. (Image credit: Getty Images) Copy link Facebook X Whatsapp Reddit Pinterest Flipboard Threads Email Share this article 0 Join the conversation Follow us Add us as a preferred source on Google Newsletter Subscribe to our newsletter Over the past decade, IT service management platforms have emerged as mission-critical tools that power service delivery for IT organizations and beyond.Many platforms, along with evolving customer needs, are expanding into other shared service areas such as…
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