RAPPORT
De l’AI à l’automatisation, nous avons évalué les bonnes pratiques des responsables informatiques et les méthodes vous permettant de comparer vos performances
*Le rapport est rédigé en anglais
CONTENU
Le Freshservice IT Service Management Benchmark Report 2024 met en évidence les tendances du secteur qui vous permettront d’évaluer l’efficacité de votre prestation de services, notamment :
LE SAVIEZ-VOUS ?
de réduction du délai moyen de résolution (ART) avec des flux de travail automatisés
de réacheminement des tickets en utilisant le libre-service assisté par l’IA générative
de résolution plus rapide des tickets grâce aux outils de collaboration
de résolution plus rapide des tickets grâce aux outils de collaboration
d’amélioration des délais de réponse des agents avec l’assistance intelligente basée sur l’IA générative
« Améliorer l’expérience des employés reste un objectif primordial des responsables informatiques dans le monde entier. Le déploiement et l’adoption de fonctionnalités d’IA générative, incluant des options de libre-service et des outils d’assistance aux agents, représentent une opportunité majeure pour étoffer les interactions des employés avec leur solution ITSM et établissent de nouveaux critères d’excellence opérationnelle au sein des services informatiques ».
Prasad Ramakrishnan, CIO de Freshworks.
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