REPORT

7 KPIs of world-class ITSM

From AI to automation, we've measured what IT leaders are doing right and how to benchmark your performance

WHAT’S INSIDE

What makes service management really work?

The 2024 Freshservice Service Management Benchmark Report uncovers the industry-specific trends you need to gauge your service delivery efficiency and effectiveness, including:

  • The impact of generative AI on ITSM performance

  • How workflow automation helps achieve operational excellence 

  • The most effective channels to deliver seamless support

DID YOU KNOW?

Key takeaways from 14 industries across 100+ countries and 9,000+ organizations

26.63%

Reduction in average resolution time (ART) with automated workflows

53%

Ticket deflection rates when using gen-AI-powered self-service

45%

Faster ticket resolution through collaboration tools

26.55%

Improvement in agent response time with gen-AI-powered smart assistance
FRESHSERVICE REVIEWS

The experts agree

Industry authorities and customers recognize Freshservice for its superior combination of built-in AI, usability, scalability, and value. 

Ready to discover the key measures of IT success?

"Enhancing employee experience remains a pivotal focus for IT leaders globally. The deployment and adoption of generative AI capabilities, including self-service options and agent assistance tools, represents a significant opportunity to enrich employee interactions with their ITSM solution and sets a new standard for operational excellence within IT services."

— Ashwin Ballal, CIO, Freshworks

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