Businesses continue to rely on IT leaders to improve the quality and reliability of IT services while adopting technologies like AI and delivering with fewer resources.

To quantify the impact of deploying modern IT service management techniques and technologies, Freshworks analyzed over 118 million internal IT Service Management (ITSM) tickets across nearly 7,500 organizations to create the 2023 version of the Freshworks Freshservice Service Management Benchmark Report.

Here are the top five trends that are shaping the industry today and impacting businesses across the globe:

1. Automation can slash resolution times.

Businesses are looking at using AI-driven automation to help eliminate the wasteful and mundane tasks employees do. The data shows that automation helps companies solve 80% of tickets in the first interaction.

2. Effortless ITSM with game-changing bots

True to their nature of getting things done, bots, when used in IT Service Management, help companies achieve excellent results. According to the report, bots help IT teams provide quick resolutions to recurring IT requests, thereby cutting down resolution times by 57%.

3. AI-powered service

Human agents can quickly respond and resolve tickets using AI to automatically identify and associate the dashboard access issue with similar incidents. With the help of AI, agents can answer queries 23% faster.

4. Financial services, the leader in support

Despite the industry’s headwinds, technology plays a huge role in anchoring the organization and keeping people happy. In fact, financial service companies are able to keep almost all (98.4%) of their end-users happy.

5. State of Play across the Globe

Each country had its own strengths and weaknesses when it came to IT service management. Businesses expanding to new markets face a tough challenge with regard to IT Service Management—the expectations and performance of some countries and regions are almost like polar opposites.

This is just the tip of the iceberg. To read the full report, click here: Freshworks’ Freshservice Service Management Benchmark Report 2023.

In order to transform your ITSM journey and boost your agents’ productivity, it’s essential to invest in an ITSM platform that is tailored to your specific needs. Freshworks offers a right-sized ITSM platform that can turn your agents into productivity superstars. If you’re interested in learning more, click here to request a demo of Freshworks.

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