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.

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.

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.

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.

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.

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.

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.

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.