Ariel Gesto of InvGate on Why Enterprise Organisations Are Moving Off Legacy ITSM

Ariel Gesto, Chief Executive Officer at InvGate, argues that IT service management is entering a period of structural change as enterprises confront the limits of platforms built for a slower era. InvGate is built for what comes next, giving IT teams a flexible, no-code way to run service delivery without the deployment timelines and consultant dependency that have defined the category for two decades.

“For years, the assumption was that more complexity meant more capability,” Gesto says. “Enterprises bought sprawling, highly configurable platforms and accepted that getting value out of them would take years, plus a permanent bench of consultants to keep them running.” That model made sense when change was slow. It collides with a different reality now: organisations that need to deploy AI and adapt processes in weeks, on top of systems never designed to move that fast.

For Gesto, this mismatch introduces a challenge many enterprises encounter only once they’re deep into a legacy contract, which is drag. “Once a platform requires a specialist team just to make a small workflow change, the organisation has effectively outsourced its own agility,” he explains. Change requests queue up, minor customisations become project-sized efforts, and the cost of simply keeping pace with the business climbs steadily.

That drag touches nearly every part of how IT operates. Enterprises carry years of accumulated configuration, yet, as Gesto observes, that investment becomes a liability rather than an asset over time. “Almost any legacy platform can technically do anything,” he says. “The differentiator is whether your own team can make that change themselves, this week, without opening a ticket with a professional services partner.”

That distinction matters more as organisations look to layer AI onto their service stack. InvGate pairs a unified, federated view of IT assets and data with a no-code workflow layer teams can own outright, automating ticket resolution and extending a single service catalogue across departments without rebuilding the system each time. “AI doesn’t fix chaos, it multiplies it,” Gesto says. Enterprises deploying agents on fragmented data and undocumented processes are automating the problem, not solving it.

That pattern shows up clearly in how migrations off legacy platforms tend to unfold. Enterprises leaving large, Magic Quadrant-style tools increasingly cite multi-year deployment cycles for standard modules like incident management, and costs running into the millions once consulting is included. “Teams are asking a simple question,” Gesto states. “Why should changing a workflow require a project plan?”

He sees IT departments increasingly wanting platforms their own teams can run without a permanent implementation partner, pointing to drag-and-drop workflow builders, embedded AI agents, and unified catalogues as evidence ITSM is becoming more self-sufficient. Enterprises on legacy platforms often carry ongoing consulting spend that dwarfs the licence itself, without a clear sense of what it’s buying them.

“Enterprise IT doesn’t need more complexity, it needs more control,” Gesto says. “Organisations can benefit from building governed, self-service operations early, rather than discovering years into a contract that their platform is what’s holding them back.”

Gesto expects the shift away from legacy ITSM to accelerate as enterprises weigh AI ambitions against operational reality, with platforms like InvGate replacing consultant-dependent complexity with governed, no-code flexibility built for a faster pace of change.