A practical playbook to unify service delivery across business teams and scale ESM the right way.
The New Mandate for IT: Unified Service Delivery
Most organizations modernized IT but left other business functions behind. HR, Finance, Facilities, and Legal manage requests in silos using emails and spreadsheets that slow work.
- Fragmented service experiences across departments
- Inconsistent governance and hidden costs
- Employees bouncing between disconnected systems
Download the Playbook
Download the Playbook
Unify Service Delivery and Scale with Confidence
Discover how IT leaders bridge the gap by establishing one service management model across the enterprise – not as an IT project, but as a business transformation strategy.
Set Up Trust and Governance
Establish safe, autonomous Workspaces for each business team with embedded compliance and data isolation.
Design Services That Scale
Build shared taxonomies, standardized workflows, and knowledge that travels seamlessly across HR, Finance, Facilities, and Legal.
Automate and Orchestrate
Remove manual effort through cross-functional workflows that connect HR systems, identity platforms, and collaboration tools end-to-end.
Proof That Field-Tested ESM Delivers
Real-world results show how AI and automation transform speed, satisfaction, and service resilience.
23%
Ticket deflection through self-service
40%
Faster fulfillment with automated role changes
97.8%
CSAT across IT and business teams
Ready to unify service delivery across your business?
Learn how IT leaders are scaling ESM with governance, speed, and measurable impact.
About Freshworks Inc.
Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X
