Modern, AI-powered ITSM
Modern ITSM for today's digital workplace
Explore the comprehensive ITSM capabilities that transform how IT delivers value to your organization.
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Improve service quality and staff productivity with AI-powered ITSM
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Freshservice has helped us cut IT costs by 60% annually while improving service quality and speed.
With Freshservice on our side, the transportation team can now resolve incoming requests in 15 minutes, versus three months.
If you can draw it on a piece of paper, I can probably do that on Freshservice for you. So if you want automation, draw me some squares, and tell me what happens between those squares. I'll work through it, and we can build that in.
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Frequently Asked Questions
What is Freshservice ITSM, and how does it streamline IT support?
Freshservice ITSM is an AI-powered service management platform that centralizes ticketing, asset tracking, and workflows. It streamlines IT support by enabling teams to restore service faster, reduce manual effort, and scale operations efficiently.
How does Freshservice ITSM align with ITIL best practices?
Freshservice aligns with ITIL by offering built-in modules for incidents, problems, changes, and releases, along with CAB reviews where required. It also provides best-practice guidance to help teams standardize processes and improve service quality.
What core Freshservice ITSM features support incident, problem, and change management?
Freshservice supports ITIL processes through SLA and OLA policies for incident response, root cause analysis workflows, and change management linkages for effective problem resolution. It also provides structured change approvals with CAB, rollout, and backout plans, keeping IT operations reliable and compliant.
Does Freshservice ITSM include a service catalog and self-service portal?
Yes, Freshservice includes a searchable service catalog and a branded self-service portal for employees. These tools make it easy for users to request services, reduce dependency on IT teams, and speed up fulfillment.
How does Freshservice ITSM use AI to improve IT helpdesk efficiency?
Freshservice uses Freddy AI to handle ticket triage, summarization, and recommendations for agents. It also provides a 24/7 virtual agent in Slack and Microsoft Teams that helps employees resolve issues instantly, eliminating the need to fill out forms.
Can Freshservice ITSM handle asset and CMDB capabilities?
Yes, Freshservice includes IT Asset Management and a modern CMDB to track configuration items (CIs). It centralizes asset data, maps relationships, and links assets to tickets and changes for better impact analysis.
Does Freshservice ITSM support workflow automations and orchestration?
Yes, Freshservice offers automation through Workflow Automator and Supervisor Rules for event- and time-based actions. It also provides the Orchestration Center to run automated steps across third-party tools such as Okta, Azure AD, AWS, and Slack.
What integrations does Freshservice ITSM offer with third-party tools?
Freshservice integrates with a wide marketplace of third-party tools, including native connectors for Slack, Jira, DocuSign, and Azure AD. It also extends functionality with orchestration apps for identity, cloud, and collaboration systems.