ESM That Works: Start Strong, Scale Smart with Freshservice

A practical playbook to unify service delivery across business teams and scale ESM the right way.

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The New Mandate for IT: Unified Service Delivery

Most organizations modernized IT but left other business functions behind. HR, Finance, Facilities, and Legal manage requests in silos using emails and spreadsheets that slow work.

  • Fragmented service experiences across departments

  • Inconsistent governance and hidden costs

  • Employees bouncing between disconnected systems

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Unify Service Delivery and Scale with Confidence

Discover how IT leaders bridge the gap by establishing one service management model across the enterprise - not as an IT project, but as a business transformation strategy.

Set Up Trust and Governance

Establish safe, autonomous Workspaces for each business team with embedded compliance and data isolation.

Design Services That Scale

Build shared taxonomies, standardized workflows, and knowledge that travels seamlessly across HR, Finance, Facilities, and Legal.

Automate and Orchestrate

Remove manual effort through cross-functional workflows that connect HR systems, identity platforms, and collaboration tools end-to-end.

Proof That Field-Tested ESM Delivers

Real-world results show how AI and automation transform speed, satisfaction, and service resilience.

23%Ticket deflection through self-service
40%Faster fulfillment with automated role changes
97.8% CSAT across IT and business teams

Ready to unify service delivery across your business?

Learn how IT leaders are scaling ESM with governance, speed, and measurable impact.

Download playbook