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7 KPIs of world-class ITSM | Freshservice Service Management Benchmark Report 2024

In a challenging economic landscape, business leaders rely on tech experts to optimize processes and maximize digital investments for efficiency and returns.CIOs are at the forefront of driving digital transformation, implementing intelligent tools and achieving more with fewer resources.

  • Generative AI Revolution: Generative AI is transforming ITSM by automating routine tasks and enhancing self-service, leading to faster resolutions and heightened employee satisfaction. This shift allows IT teams to concentrate on strategic, high-value activities.
  • Operational Excellence: Through advanced automation and integrations, organizations are achieving remarkable operational efficiency. These technologies streamline service delivery, significantly reduce resolution times, and elevate first contact resolution rates.
  • Empowered Employee Experiences: Freshservice is pioneering unified and engaging experiences for employees. With omnichannel support and comprehensive resources, employees enjoy seamless access to IT services, fostering a productive and self-reliant workforce.

Crucial for business growth and better service is selecting and deploying effective tools. This requires shedding redundant software and adopting solutions that are user-friendly, efficient, and truly beneficial for the business.

In 2024, Freshservice's IT Service Management Benchmark Report highlights three pivotal trends reshaping ITSM:

Discover the future of ITSM with Freshservice's Annual Report now!