Beyond the Help Desk
"Have you tried submitting a ticket?"
These five words have become the most dreaded phrase in modern companies. Not because tickets don't work – but because they represent everything wrong with how we handle internal services today.
The Death of "Submit a Ticket"
Traditional internal service models were built for a different era. An era where:
Work happened in one office
Companies used a handful of core systems
Most requests followed standard patterns
Cross-department coordination was minimal
That world is gone. Today's employees need to coordinate across departments, access dozens of systems, and handle complex workflows that span the entire organization. Yet we're still asking them to "submit a ticket and wait."
Why Traditional Models Are Failing
1. The One-Size-Fits-None Approach
Every internal request gets forced into the same rigid structure:
Choose a category (even if your request doesn't fit any)
Fill out standardized fields (even if they're irrelevant)
Select a priority level (that everyone marks as "urgent")
Wait for someone to interpret your needs correctly
It's like trying to order a custom meal using a vending machine – technically possible, but painful for everyone involved.
2. The Knowledge Trap
Traditional service models assume:
Employees know which department handles what
They understand the correct request procedures
They can navigate multiple service systems
They know all the required information upfront
Reality? Most employees spend more time figuring out how to make a request than explaining what they actually need.
3. The Linear Lockdown
Current service models are stubbornly linear:
Submit request
Wait for assignment
Provide more information
Wait for updates
Repeat until resolved
But modern work isn't linear. A simple request like "set up a client meeting room" might need:
IT for video conferencing
Facilities for room setup
Catering for refreshments
Security for visitor access
Each requirement currently needs its own ticket, its own follow-ups, and its own approval chain.
The New Service Reality
Today's organizations need internal services that:
1. Speak Human
Instead of: "Please select the appropriate sub-category under IT Infrastructure > Network Access > VPN Services"
Employees should be able to say: "I need to access our systems while visiting the London office next week"
2. Work Across Boundaries
Rather than forcing employees to understand organizational structures, services should:
Automatically route requests to the right teams
Coordinate cross-department requirements
Manage complex workflows behind the scenes
Keep everyone updated automatically
3. Learn and Adapt
Service systems should:
Remember past interactions and preferences
Anticipate common needs
Suggest relevant information
Improve with each interaction
What's Possible Today
Leading companies are already moving beyond traditional service models. They're building environments where:
Natural Conversations Replace Forms
Employees describe what they need in plain language
AI understands context and intent
Requests get routed automatically
Follow-ups happen naturally
Services Find You
Systems anticipate common needs
Relevant information appears proactively
Workflows start automatically when needed
Updates come through your preferred channels
Complex Becomes Simple
Cross-department coordination happens automatically
Systems learn from every interaction
Common requests get resolved instantly
Employees focus on work, not paperwork
The Path Forward
The future of internal services isn't about better tickets or faster response times. It's about fundamentally reimagining how work gets done in modern organizations.
In our next post, we'll explore how AI is making this transformation possible, showing real examples of companies that have moved beyond traditional service models and the remarkable results they're achieving.
This is part two of our five-part series on transforming operational efficiency in high-growth companies. Coming next: "The AI Service Revolution: How Leading Companies Are Eliminating Operational Strain"