REPORT
From AI to automation, we’ve measured what IT leaders are doing right and how to benchmark your performance
WHAT’S INSIDE
The 2024 Freshservice IT Service Management Benchmark Report uncovers the industry-specific trends you need to gauge your service delivery efficiency and effectiveness, including:
DID YOU KNOW?
Reduction in average resolution time (ART) with automated workflows
Ticket deflection rates when using gen-AI-powered self-service
Faster ticket resolution through collaboration tools
Faster ticket resolution through collaboration tools
Improvement in agent response time with gen-AI-powered smart assistance
“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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