Report

7 KPIs of world-class
ITSM

From AI to automation we’ve measured what IT leaders are doing right and how to benchmark your performance

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

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

26.55%

Improvement in agent response time with gen-AI-powered smart assistance

freshworks 7 KPIs of world-class ITSM

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First Name *

Last Name *

Business Email *

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Company Name *

Job Level *

Department *

In optimizing your IT service management, which area do you find most challenging and in need of improvement? *

Ticket management and resolution

Service request handling

Communication and collaboration within the team

Escalating cost and complexity of maintaining a set of software

Enhancing self-service options for customers

When are you looking to invest in a new IT Service Management? *

Immediately

Within 6 months

Within 12 months

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7 KPIs of world-class ITSM

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7 KPIs of world-class
ITSM