Nitzan Shapira
Co-Founder & CEO
Nitzan Shapira is co-founder and CEO of Harmony, which replaces ticket queues with AI agents that resolve employee requests across IT, HR and operations. He previously co-founded and led Epsagon, an observability company acquired by Cisco.
Experience
- Co-founder and CEO of Harmony, the AI-native enterprise service management platform
- Co-founder and CEO of Epsagon (distributed tracing and observability), acquired by Cisco in 2021
- Writes on the shift from ticket-based ITSM to autonomous enterprise service management
Writes about
- Enterprise Service Management
- IT Service Management
- AI Agents
- AI Service Desk
- Employee Experience
- ITSM Strategy
- Service Management Metrics
- Enterprise Software
Insights
Best Console Alternatives for IT Teams
Explore the best Console alternatives for IT, HR, and Finance service management and compare the top competitors after the Palo Alto Networks acquisition.
Top Zendesk Alternatives for IT Teams
Compare the best Zendesk alternatives for IT teams in 2026. See how Harmony, Freshservice, Jira Service Management, ServiceNow, and Zoho Desk compare.
AI-Native vs. AI Bolted-On ITSM: What the Difference Means in Practice
AI-native ITSM resolves requests end to end; bolted-on AI summarizes tickets. Learn the architectural differences, buyer questions, and vendor red flags.
Best Aisera Alternatives for AI-Powered Employee Support in 2026
Evaluating Aisera alternatives after the Automation Anywhere acquisition? Compare 7 AI-powered employee support platforms for IT and HR teams in 2026.
Best Enterprise Service Management (ESM) Platforms in 2026
A buyer's guide to the best ESM platforms in 2026: what qualifies as ESM, evaluation criteria, and an honest comparison of eight leading options.
Freshservice Alternatives in 2026: AI-Native Options vs. Traditional Help Desks
Evaluating Freshservice alternatives? Compare AI-native platforms like Harmony against traditional help desks - honest pros, cons, and pricing realities for 2026.
IT Automation ROI: How to Quantify It and Build the Business Case
A practical framework for quantifying IT automation ROI: cost-per-ticket math, deflection economics, a copyable model, and how to win over your CFO.
The ITSM Metrics That Matter in 2026: From MTTR to Auto-Resolution Rate
The ITSM metrics that matter in 2026: MTTR, FCR, SLA compliance, CSAT, cost per ticket - plus AI-era metrics like auto-resolution rate and escalation quality.
ITSM vs. ITIL: The Difference, and What AI Changes About Both
ITSM is the discipline; ITIL is a framework for practicing it. Clear definitions, how ITIL maps to modern tools, and what survives when AI resolves most tickets.
Jira Service Management Alternatives: 8 Options for IT Teams in 2026
Comparing Jira Service Management alternatives in 2026? See 8 real options - from AI-native platforms like Harmony to enterprise ITSM suites - with honest pros and cons.
Best Moveworks Alternatives in 2026 (and Why Teams Are Migrating)
Moveworks is now part of ServiceNow. Compare the best Moveworks alternatives for 2026 - AI-native platforms like Harmony plus 6 other real options, honestly assessed.
What Is an AI Help Desk? A Guide to AI Service Desks (+ Best Tools in 2026)
Learn what an AI help desk is, how it differs from traditional help desk software, and compare the best AI service desk tools for enterprises in 2026.
Xurrent Alternatives in 2026: What to Consider Beyond the 4me Rebrand
Weighing Xurrent (formerly 4me) against the field? Compare Harmony, ServiceNow, Freshservice, TOPdesk, and more Xurrent alternatives for 2026.
Adopting Enterprise Service Management: A Practical Roadmap for IT Leaders
Most ESM projects don't fail because of technology. Here is a practical 90-day roadmap for expanding ITSM to HR, Finance, Legal, and beyond - and how to get buy-in from every department.
What Is Enterprise Service Management (ESM)? Beyond IT, Into the Whole Business
Learn what Enterprise Service Management (ESM) is, how it extends ITSM across HR, Finance, Legal, and Facilities, and why organizations are adopting AI-powered ESM platforms.
What Is AI ITSM? How Artificial Intelligence Is Redefining IT Service Management
Understand what AI ITSM is, how it differs from traditional ITSM, and how AI-powered service management automates ticket resolution, improves efficiency, and reduces IT costs.
Top ServiceNow Alternatives in 2026: Faster, Leaner, AI-Native Options
Compare the best ServiceNow alternatives in 2026. Explore AI-powered ITSM platforms, pricing, deployment times, integrations, and total cost of ownership.
Blog posts
Building Harmony: Why We're Betting the Next Decade on AI-Native Enterprise Service Management
Harmony has raised $34 million in seed funding, led by Lightspeed Venture Partners. Why we believe Enterprise Service Management is ready to be reinvented around software that resolves work instead of routing it.
How AI Changes the Way IT Teams Think About Access Management
How AI Changes the Way IT Teams Think About Access Management
The ROI of Autonomous Enterprise Service Management: Measuring Impact Beyond IT Time Saved
For years, the promise of Enterprise Service Management (ESM) has been framed in a familiar way: save IT time. Fewer tickets. Faster resolutions. Lower operational costs.
The Hidden Cost of Manual IT Work: Context Switching, Backlogs, and Burnout
Manual IT work has a way of disguising itself as a necessary evil. Reset a password. Triage a ticket. Update an access list. Chase an approval. Copy/paste the same fields into three systems. Answer the same question in Slack for the fifth time today.
The Non-Intelligent Knowledge Base
Across most organizations, 20–30% of IT and HR tickets are knowledge base related. These aren’t complex edge cases - they’re repeat questions, known issues, and policy clarifications that should already be documented.
Why Adding AI to Your ITSM Stack Creates More Chaos Than Value
After speaking to hundreds of CIOs and IT leaders, I've noticed a troubling pattern: organizations are adding AI features to every tool in their IT stack, or even worse, adding more AI tools to their stack, thinking it will solve their operational challenges. Instead, they're creating new problems.