IT service delivery hits record performance

Compare your metrics with benchmarks from 10,743 teams. Discover AI trends and data-backed strategies to boost efficiency in 2025.

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The data that's reshaping IT service delivery across the globe

From record-breaking KPIs to AI adoption rates, these metrics reveal how leading teams achieve breakthrough efficiency and employee satisfaction.

65.7%tickets deflected with Freddy AI Agent

10:14ratio of business agents to IT agents as ESM expands

$53.6Min savings as ITAM helps in identifying unused licences

Why you should read this report

IT leaders doing “more with less” found their lifeline: eliminate friction, amplify results. See the data that proves uncomplicated wins.

Get exact KPI benchmarks across 7 core service management metrics

Download detailed performance data from 10,551+ teams. Compare your resolution times, FCR rates, and SLAs against industry standards.

AI that strategically moves the needle

Discover strategies that drive 65% ticket deflection and 76% faster resolution. Learn how to simplify tech stacks before implementing AI.

ITSM drives efficiency across business teams

Learn how IT service management principles extend to HR, Finance, Legal teams. See comparable efficiency gains when workflows go enterprise-wide.

The future of work is being written in the last mile of IT service delivery. The question isn't whether your organization will adapt to this reality—it's whether you'll lead the transformation or be swept along by it.

Ashwin BallalCIO, Freshworks

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Get insights from teams across 118 countries who embraced people-first AI, workflows that actually work, and enterprise-grade tools that don't behave like legacy tech stacks.