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Freshworks

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

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?

“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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