7 KPIs of world-class ITSM

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?

Was braucht ein gutes Servicemanagement?

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

45 %

Faster ticket resolution through collaboration tools

26,55 %

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

Ready to discover the key measures of IT success?

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