Seagate's 3-month, 30,000-person IT overhaul
Freshservice helped Seagate modernize IT, replacing the legacy platform, deploy AI at scale and achieved 32% ticket deflection in under a year
"The help from the Freshservice implementation team, the success team, and our team's participation on learning and moving to a new platform helped us achieve this in a very short period of time."
Business challenge
A long-running legacy ITSM platform made AI and automation inaccessible without costly, disruptive upgrades.
Manual asset management limited visibility across Seagate’s global hybrid infrastructure.
A fixed renewal deadline left just three months to migrate a 30,000-person global organization to the Freshservice platform.
Business outcome
Seagate rebuilt workflows from the ground up, enabling rapid agent adoption with minimal training required.
Freddy AI Agent deflects 32% of tickets through Microsoft Teams, resolving common requests before they reach the service desk.
Freshservice delivered meaningful cost savings by reallocating agent time to higher-value IT work.
Seagate Technology is a global leader in mass data storage and infrastructure solutions, providing the essential building blocks for cloud and enterprise storage worldwide. The company employs approximately 30,000 people across its global operations.
Manufacturing
North America
For the cloud providers and enterprise data centers that depend on Seagate Technology's storage infrastructure, data has never been more critical. It's also critical to Seagate IT's ITSM processes. But a legacy platform long in use had become a constraint: expensive to maintain, difficult to modernize, and increasingly unable to support the AI and automation capabilities the IT team expected. After selecting Freshservice, Seagate deployed the platform globally in just three months. Within the first year, the team achieved a 32% Freddy AI-driven ticket deflection rate, reduced dependency on manual processes and realized cost savings compared to the previous solutions. Adoption was successful that the legacy platform quickly faded from memory.
"We used this opportunity to have a fresh beginning, and we did it the right way so that we can scale,” says Vinod Pasi, VP and global head of IT infrastructure at Seagate. “The deficiency we used to have is no longer the case."
The company
Seagate Technology is a global leader in mass data storage and infrastructure solutions, providing the essential building blocks for cloud and enterprise storage worldwide. The company employs approximately 30,000 people across its global operations.
The challenge
Seagate's previous ITSM platform had been in place for many years, and the cost of maintaining it had continued to rise. Accessing modern capabilities—particularly AI and automation required to improve employee support—meant investing in upgrades with uncertain returns. Each renewal cycle delivered higher costs but less flexibility.
Asset management posed a similar challenge. Inventory tracking was dependent on manual, disparate internal processes, leaving IT without a reliable view of what was deployed across Seagate's global hybrid infrastructure. In a manufacturing environment with deep infrastructure dependencies, this lack of visibility presented an operational concern.
When the decision to move was made, time was limited. A hard renewal deadline provided only three months to complete a full global migration.
The solution
Freshservice delivered the modern ITSM platform Seagate was seeking at a price point that aligned with business expectations. But the defining factor in the project’s success was not just the technology, it was the decision to leave the legacy processes behind.
Instead of replicating configurations from the previous system, Seagate deliberately adopted Freshservice out of the box, using the migration as an opportunity to redesign how IT worked. The team rebuilt its service catalog, established globally consistent SLAs, and simplified category hierarchies so the system could route tickets automatically without requiring agents to manually triage tickets. The extensive change management was the harder path, but it meant Seagate didn't just change tools. It changed how IT worked.
"We intentionally did not want to bring forward our legacy processes,” says Jody Wetterlind, senior director of IT.
Within a month, Freddy AI Agent was live in Microsoft Teams, giving employees a self-service path to resolve common requests such as access requests, passwords resets, and VPN support before a ticket was ever created. Automated asset discovery with Device42 replaced manual tracking, surfacing over 10,000 assets across Seagate’s hybrid environment and syncing them directly into Freshservice. Freddy AI Copilot provided AI-assisted recommendations in agents' hands as they worked, all running on Freshservice’s secure, scalable AWS-powered foundation.
"The help from the Freshservice implementation team, the success team, and our team's participation on learning and moving to a new platform helped us achieve this in a very short period of time," says Vinod Pasi, VP and global head of IT Infrastructure.
Nobody remembers what our previous platform was. What that means is the adoption has gone very well and people are happy.
Vinod Pasi
VP & Global Head of IT Infrastructure
Impact
The results were immediate. With virtually no formal training, agents began resolving tickets from day one. Freddy AI Agent now deflects 32% of incoming requests through Microsoft Teams, signifying reduced service desk volume while improving the employee experience. At the same time, lower platform costs allowed Seagate to redirect agent capacity toward higher-value initiatives.
Perhaps the most telling outcome is adoption itself. Pasi says "nobody remembers what our previous platform was. Adoption has gone very well and people are happy."