WHAT’S INSIDE

What makes service management really work?

The 2024 Freshservice IT 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

How do you measure up?

service management service management

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

Get your hands on an award-winning software

.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."

Prasad Ramakrishnan, CIO, Freshworks.

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