REPORT
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
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.