Freshworks named a Leader
IDC MarketScape: Worldwide AI-Enabled ITSM Software 2026 Vendor Assessment
ITSM is changing as organizations bring AI into service delivery, connect data across systems, and look for ways to prevent issues before they interrupt work. The IDC report evaluates vendors in this evolving market and positions Freshworks in the Leaders category.
A closer look at AI-enabled ITSM and Freshworks’ place in the market
Explore the shifts shaping IT service management, what to consider when evaluating vendors, and why IDC positioned Freshworks in the Leaders category.
Service experiences built around employees
IDC examines the move toward service that is easier to access and more proactive. See how it assesses Freshworks’ employee experience features, including its service catalog, request interfaces, and no-code workflows.
AI that draws on the full context of service and operations
The report highlights the role of accurate data, integrations, and context in making AI useful. Learn how IDC views Freshworks’ service and operations capabilities alongside Freddy AI for employees and IT teams.
A clearer basis for vendor evaluation
Compare vendors in the IDC MarketScape and review IDC’s guidance on assessing AI capabilities, implementation needs, and overall fit for your organization.
See how the AI-enabled ITSM market is taking shape
Read the IDC MarketScape to explore the capabilities shaping ITSM, compare the vendors assessed, and understand why Freshworks was positioned in the Leaders category.
Source: IDC MarketScape: Worldwide AI-Enabled IT Service Management Software 2026 Vendor Assessment, Snow Tempest, September 2026, IDC #US54115226.