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 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
Key takeaways from 14 industries across 100+ countries and 9,000+ organizations
26.63%
53%
45%
26.55%
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
More resources
Experience an interactive, self-guided tour of Freshservice
Unify channels, automate tasks, and empower agents with a scalable ITSM solution.
Hackett’s 2024 Technology Key Issues Study Results
Learn how to leverage generative AI to unlock the future of employee experiences.
Gartner® Market Guide
Explore how the evolving ITSM landscape can enhance employee experiences.