Unified Service Management: Roi Kimche on Collaboration & AI

1. What strategies do you employ to ensure seamless collaboration between IT, business, and customer support teams?

monday service is built on top of the monday Work Operating System, enabling teams to leverage a multi-product compounding effect that fosters seamless collaboration. By integrating service management with existing workflows, we break down silos and empower IT, business, and customer support teams to work in sync. Our flexible and customizable platform ensures that each team can tailor their workflows while maintaining alignment across departments.

2. What challenges have you encountered in implementing AI-driven solutions within your service workflows?Reimagining traditional service workflows requires a shift in mindset—not just for our customers but also for us as a company. Unlike standard ITSM solutions, we approach service management in a way that aligns with monday.com’s DNA: intuitive, flexible, and highly adaptable. This approach means introducing AI in ways that may differ from what users are accustomed to, requiring thoughtful change management and education to maximize adoption.

3. How do you address potential resistance to adopting centralized platforms among various departments?Resistance to adopting a centralized platform often stems from concerns about flexibility and usability. monday service addresses this by offering a highly adaptable platform where teams can configure workflows to meet their unique needs - in minutes and with no engineering required. Rather than forcing rigid processes, we demonstrate the value of a unified approach, showing teams how to increase efficiency, improve visibility, and enhance cross-team collaboration without sacrificing autonomy.

4. What benefits have you observed from unifying service management processes across different teams?

Bringing service management under one centralized platform delivers several key benefits:

• Standardization – Ensures consistent, repeatable processes across teams.
• Agility – Teams can quickly adapt to changing needs without lengthy reconfigurations.
• Collaboration & Silo Elimination – IT, HR, finance, and other departments work together seamlessly, avoiding fragmented communication.
• Unified Experience – Employees and customers receive a consistent, high-quality support experience, improving satisfaction and efficiency.

5. In what ways has the adoption of AI-powered service management platforms improved customer support experiences?

AI-driven service management elevates customer support by delivering:

• Faster response times – AI automates ticket routing, issue categorization, and self-service options, reducing wait times.
• 24/7 support – Users get instant assistance anytime, enhancing satisfaction.
• Personalization – AI learns from interactions to provide tailored recommendations and solutions.
• Operational efficiency – By automating repetitive tasks, teams can focus on critical issues and strategic initiatives, leading to cost savings and better service quality.