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 MarketScape evaluates vendors in this evolving market and positions Freshworks in the Leaders Category.

IDC MarketScape Report 2026 Visual

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 MarketScape positioned Freshworks in the Leaders Category.

Service experiences built around employees

We believe the IDC MarketScape examines the move toward service that is easier to access and more proactive. See how it assesses Freshworks on capabilities and strategies.

AI that draws on the full context of service and operations

We believe the report highlights the role of accurate data, integrations, and context in making AI useful. Learn how IDC MarketScape views Freshworks’ key strengths including experience outcome features and growth expansion approach.

A clearer basis for vendor evaluation

See why Freshworks is named a Leader 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 excerpt to explore the capabilities shaping ITSM, and understand why Freshworks was positioned in the Leaders Category.
Access the Excerpt

Source: IDC MarketScape: Worldwide AI-Enabled IT Service Management Software 2026 Vendor Assessment, September 2026, IDC #US54115226.