How ITSM contributed to Xiaomi’s superior employee experience

Key Highlights:

• Avinash Rao, Product Manager at Xiaomi highlights on what were their ITSM challenges before selecting Freshservice, how it has been helping solve it sooner than they expected to how they are expanding to various business processes.

• Tracking an issue to resolution, analyzing reports, flexibility & scalability were the top business priorities while evaluating ITSM.

• Xiaomi found Freshservice to be the right fit as it provides an out of the box solution, flexibility, scalability, easy to use and quick time to market.

• Due to these factors, they were able to expand ITSM to P2P, SCM and Finance other than IT ops and support.

• Some of the benefits they are seeing: reduction in resolution time (1.5 days to 4 hours); 3X increase in productivity; and increase in stakeholder satisfaction.