ITSM Archives - Tech Research Online Mon, 20 Jan 2025 14:21:35 +0000 en-US hourly 1 https://wordpress.org/?v=6.7.2 https://techresearchonline.com/wp-content/uploads/2024/05/favicon.webp ITSM Archives - Tech Research Online 32 32 How AI Agents are raising customer satisfaction and helping teams get more done https://techresearchonline.com/freshworks/how-ai-agents-are-raising-customer-satisfaction-and-helping-teams-get-more-done/ Mon, 20 Jan 2025 14:20:28 +0000 https://techresearchonline.com/?p=12691 In today’s fast-paced digital world, customer satisfaction hinges on quick, accurate, and personalized support. Discover how AI agents, like Freddy AI Agent, are transforming the customer service landscape by delivering 24/7 self-service solutions, boosting agent productivity, and enhancing customer experience. This guide explores how Freddy AI Agent deflects routine inquiries, resolves issues faster, and improves response times—allowing your team to focus on more complex tasks.  

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freshworks

How AI Agents are raising
customer satisfaction and
helping teams get more done

In today’s fast-paced digital world, customer satisfaction hinges on quick, accurate, and personalized support. Discover how AI agents, like Freddy AI Agent, are transforming the customer service landscape by delivering 24/7 self-service solutions, boosting agent productivity, and enhancing customer experience. This guide explores how Freddy AI Agent deflects routine inquiries, resolves issues faster, and improves response times—allowing your team to focus on more complex tasks.

Learn about the difference between AI agents and chatbots, the benefits of proactive, tailored support, and how easy it is to implement Freddy AI Agent within your existing workflows.

Read the full report to uncover ways AI agents simplify support, enhance interactions, and foster a more meaningful connection with your customers.

Download the report

Download the report

[contact-form-7]
fershworks

About Freshworks Inc.

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

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]]> Harvard Business Review Analytic Services report: The Service Management Advantage https://techresearchonline.com/freshworks/harvard-business-review-analytic-services-report-the-service-management-advantage-midmarket/ Wed, 15 Jan 2025 18:03:21 +0000 https://techresearchonline.com/?p=12500 Transform your IT department into a strategic force with insights from global IT decision-makers. This exclusive report explores how CIOs can unlock the full potential of IT by reimagining IT service management practices to drive value and innovation.

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

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Harvard Business Review Analytic
Services report: The Service
Management Advantage

Transform your IT department into a strategic force with insights from global IT decision-makers. This exclusive report explores how CIOs can unlock the full potential of IT by reimagining IT service management practices to drive value and innovation.

Key Takeaways:

  • Actionable strategies to navigate IT complexity amid digital transformation
  • A roadmap for CIOs to transition IT from a maintenance role to an innovation enabler
  • Insights on leveraging ITSM at the intersection of AI, culture, and technology

Learn from the experiences of 225 IT leaders worldwide. Start 2025 with a strategic edge in service management.

Download the report

Download the report

[contact-form-7]
fershworks

About Freshworks Inc.

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

]]> AI + ITSM: A guide to making IT work smarter, faster, and more efficiently https://techresearchonline.com/freshworks/ai-itsm-a-guide-to-making-it-work-smarter-faster-and-more-efficiently-commercial/ Wed, 15 Jan 2025 12:52:31 +0000 https://techresearchonline.com/?p=12504 IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome.

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

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freshwork

AI + ITSM: A guide to
making IT work
smarter, faster, and
more efficiently

Ai + ITSM: A guide to making IT work smarter, faster and more efficiently
AI mastery for ITSM success

IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome.

Generative AI is emerging as a transformative tool in tackling these challenges, offering
advanced analytics to predict and prevent issues, automation to streamline repetitive tasks, and adaptive learning to continuously improve processes. The opportunities are boundless if you know how to use AI to your advantage.

Deep dive into how you can leverage AI to make your ITSM smarter, faster, and more efficient. You’ll learn how to:

  • Unlock the power of generative AI to enhance workplace experiences
  • Navigate AI challenges with practical applications and real-world examples
  • Establish KPIs and strategies for seamless AI integration in your enterprise

Maximise efficiency and enhance IT operations with actionable insights.

AI is reinventing the way we work. Here are some real results:

95 %

of IT professionals see the benefits of using generative AI to get work done*

57 %

faster ticket resolution by agents leveraging AI-powered bots^

46 %

ticket deflection rate with AI-powered virtual agents^

46 %

ticket deflection rate with AI-powered virtual agents^

*Freshworks State of Workplace Technology Report 2023
^Freshservice ITSM Benchmark Report 2023

Future-proof your ITSM with AI

Future-proof your ITSM with AI

[contact-form-7]

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]> AI + ITSM: A guide to making IT work smarter, faster, and more efficiently https://techresearchonline.com/freshworks/ai-itsm-a-guide-to-making-it-work-smarter-faster-and-more-efficiently-midmarket/ Wed, 15 Jan 2025 12:52:25 +0000 https://techresearchonline.com/?p=12541 IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome.

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]>
freshwork

AI + ITSM: A guide to
making IT work
smarter, faster, and
more efficiently

Ai + ITSM: A guide to making IT work smarter, faster and more efficiently
AI mastery for ITSM success

IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome.

Generative AI is emerging as a transformative tool in tackling these challenges, offering
advanced analytics to predict and prevent issues, automation to streamline repetitive tasks, and adaptive learning to continuously improve processes. The opportunities are boundless if you know how to use AI to your advantage.

Deep dive into how you can leverage AI to make your ITSM smarter, faster, and more efficient. You’ll learn how to:

  • Unlock the power of generative AI to enhance workplace experiences
  • Navigate AI challenges with practical applications and real-world examples
  • Establish KPIs and strategies for seamless AI integration in your enterprise

Maximise efficiency and enhance IT operations with actionable insights.

AI is reinventing the way we work. Here are some real results:

95 %

of IT professionals see the benefits of using generative AI to get work done*

57 %

faster ticket resolution by agents leveraging AI-powered bots^

46 %

ticket deflection rate with AI-powered virtual agents^

46 %

ticket deflection rate with AI-powered virtual agents^

*Freshworks State of Workplace Technology Report 2023
^Freshservice ITSM Benchmark Report 2023

Future-proof your ITSM with AI

Future-proof your ITSM with AI

[contact-form-7]

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]> AI + ITSM: A guide to making IT work smarter, faster, and more efficiently https://techresearchonline.com/freshworks/ai-itsm-a-guide-to-making-it-work-smarter-faster-and-more-efficiently-ub-commercial/ Wed, 15 Jan 2025 12:47:14 +0000 https://techresearchonline.com/?p=12503 IT leaders are grappling with complex environments, rising user expectations, and the pressure to resolve issues faster. Generative AI is proving to be a game-changer—empowering IT teams with advanced analytics, automation, and adaptive learning.

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]>
freshwork

AI + ITSM: A guide to
making IT work
smarter, faster, and
more efficiently

Ai + ITSM: A guide to making IT work smarter, faster and more efficiently
AI mastery for ITSM success

IT leaders are grappling with complex environments, rising user expectations, and the pressure to resolve issues faster. Generative AI is proving to be a game-changer—empowering IT teams with advanced analytics, automation, and adaptive learning.

What You’ll Learn:

  • How generative AI can transform workplace experiences
  • Practical applications and real-world examples to navigate AI challenges
  • Key metrics and strategies to seamlessly integrate AI into your ITSM processes

Maximise efficiency and enhance IT operations with actionable insights.

AI is reinventing the way we work. Here are some real results:

95 %

of IT professionals see the benefits of using generative AI to get work done*

57 %

faster ticket resolution by agents leveraging AI-powered bots^

46 %

ticket deflection rate with AI-powered virtual agents^

46 %

ticket deflection rate with AI-powered virtual agents^

*Freshworks State of Workplace Technology Report 2023
^Freshservice ITSM Benchmark Report 2023

Future-proof your ITSM with AI

Future-proof your ITSM with AI

[contact-form-7]

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]> AI + ITSM: A guide to making IT work smarter, faster, and more efficiently https://techresearchonline.com/freshworks/ai-itsm-a-guide-to-making-it-work-smarter-faster-and-more-efficiently-ub-midmarket/ Wed, 15 Jan 2025 12:47:07 +0000 https://techresearchonline.com/?p=12540 IT leaders are grappling with complex environments, rising user expectations, and the pressure to resolve issues faster. Generative AI is proving to be a game-changer—empowering IT teams with advanced analytics, automation, and adaptive learning.

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]>
freshwork

AI + ITSM: A guide to
making IT work
smarter, faster, and
more efficiently

Ai + ITSM: A guide to making IT work smarter, faster and more efficiently
AI mastery for ITSM success

IT leaders are grappling with complex environments, rising user expectations, and the pressure to resolve issues faster. Generative AI is proving to be a game-changer—empowering IT teams with advanced analytics, automation, and adaptive learning.

What You’ll Learn:

  • How generative AI can transform workplace experiences
  • Practical applications and real-world examples to navigate AI challenges
  • Key metrics and strategies to seamlessly integrate AI into your ITSM processes

Maximise efficiency and enhance IT operations with actionable insights.

AI is reinventing the way we work. Here are some real results:

95 %

of IT professionals see the benefits of using generative AI to get work done*

57 %

faster ticket resolution by agents leveraging AI-powered bots^

46 %

ticket deflection rate with AI-powered virtual agents^

46 %

ticket deflection rate with AI-powered virtual agents^

*Freshworks State of Workplace Technology Report 2023
^Freshservice ITSM Benchmark Report 2023

Future-proof your ITSM with AI

Future-proof your ITSM with AI

[contact-form-7]

The post AI + ITSM: A guide to making IT work smarter, faster, and more efficiently appeared first on Tech Research Online.

]]> Harvard Business Review Analytic Services report: The Service Management Advantage https://techresearchonline.com/freshworks/harvard-business-review-analytic-services-report-the-service-management-advantage-commercial/ Wed, 15 Jan 2025 12:37:26 +0000 https://techresearchonline.com/?p=12535 Transform your IT department into a strategic force with insights from global IT decision-makers. This exclusive report explores how CIOs can unlock the full potential of IT by reimagining IT service management practices to drive value and innovation.

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

]]>

Harvard Business Review Analytic
Services report: The Service
Management Advantage

Transform your IT department into a strategic force with insights from global IT decision-makers. This exclusive report explores how CIOs can unlock the full potential of IT by reimagining IT service management practices to drive value and innovation.

Key Takeaways:

  • Actionable strategies to navigate IT complexity amid digital transformation
  • A roadmap for CIOs to transition IT from a maintenance role to an innovation enabler
  • Insights on leveraging ITSM at the intersection of AI, culture, and technology

Learn from the experiences of 225 IT leaders worldwide. Start 2025 with a strategic edge in service management.

Download the report

Download the report

[contact-form-7]
fershworks

About Freshworks Inc.

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

]]> 7 KPIs of world-class IT Service Management https://techresearchonline.com/freshworks/7-kpis-of-world-class-it-service-management/ Tue, 29 Oct 2024 15:52:17 +0000 https://techresearchonline.com/?p=11085 The 2024 Freshservice IT Service Management Benchmark Report uncovers the industry-specific trends you need to gauge your service delivery efficiency and effectiveness, including:

The post 7 KPIs of world-class IT Service Management appeared first on Tech Research Online.

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Freshworks

REPORT

7 KPIs of world-class IT Service Management

Freshservice Service Management
Benchmark Report 2024

7 KPIs of world-class ITSM

WHAT’S INSIDE

What makes service management really work?

The 2024 Freshservice IT Service Management Benchmark Report uncovers the industry-specific trends you need to gauge your service delivery efficiency and effectiveness, including:

  • The impact of generative AI on IT Service Management performance
  • How workflow automation helps achieve operational excellence
  • The most effective channels to deliver seamless support

How do you measure up?

Was braucht ein gutes Servicemanagement?

DID YOU KNOW?

Key takeaways from 14 industries across 100+ countries and 9,000+ organizations

26,63 %

Reduction in average resolution time (ART) with automated workflows

53 %

Ticket deflection rates when using gen-AI-powered self-service

45 %

Faster ticket resolution through collaboration tools

45 %

Faster ticket resolution through collaboration tools

26,55 %

Improvement in agent response time with gen-AI-powered smart assistance

Ready to discover the key measures of IT success?

GET YOUR COPY

GET YOUR COPY

[contact-form-7]

The post 7 KPIs of world-class IT Service Management appeared first on Tech Research Online.

]]> Harvard Business Review Analytic Services report: The Service Management Advantage https://techresearchonline.com/freshworks/harvard-business-review-analytic-services-report-the-service-management-advantage/ Fri, 18 Oct 2024 14:59:50 +0000 https://techresearchonline.com/?p=10833 Get expert insights from global IT decision-makers on how their IT departments provide services to their organization.

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

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Harvard Business Review Analytic
Services report: The Service
Management Advantage

CIOs, tap into service management in a whole new way

Harvard-Business-Banner-img

Get expert insights from global IT decision-makers on how their IT departments provide services to their organization. The report explores how CIOs can position themselves as a strategic force and optimize the value of IT by refining their IT service management practices. 

Read the report for:

  • Actionable tips for navigating IT complexity in digital transformation
  • How CIOs can shift IT from a maintenance mission to an innovation agenda
  • The value of ITSM at the intersection of AI, culture, and technology

The report explores insights from 225 global IT decision-makers and offers strategies to help IT leaders move from a maintenance mission to an innovation agenda.

Report reveals:

  • 80% agree that improving ITSM at their organization would raise employee satisfaction
  • 68% say their organization has a high level of IT complexity
  • 62% think their organization could propel digital transformation by reducing ITSM complexity

Download the report

Download the report

[contact-form-7]
fershworks

About Freshworks Inc.

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

The post Harvard Business Review Analytic Services report: The Service Management Advantage appeared first on Tech Research Online.

]]> 7 KPI für ein erstklassiges ITSM https://techresearchonline.com/freshworks/7-kpis-for-first-class-itsm/ Wed, 09 Oct 2024 16:49:53 +0000 https://techresearchonline.com/?p=10687 Im Freshservice Benchmark-Bericht IT-Servicemanagement 2024 werden wichtige Branchentrends vorgestellt, die Sie in Sachen Effizienz und Effektivität kennen sollten. Hier eine Auswahl

The post 7 KPI für ein erstklassiges ITSM appeared first on Tech Research Online.

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Freshworks

BERICHT

7 KPI für ein erstklassiges ITSM

Freshservice Benchmark-Bericht zum
Servicemanagement 2024

7 KPIs of world-class ITSM

DAS ERWARTET SIE

Was braucht ein gutes Servicemanagement?

Im Freshservice Benchmark-Bericht IT-Servicemanagement 2024 werden wichtige Branchentrends vorgestellt, die Sie in Sachen Effizienz und Effektivität kennen sollten. Hier eine Auswahl:

  • Generative KI und ITSM
  • Automatische Abläufe zur operativen Optimierung
  • Die besten Betreuungskanäle

Wie gut schneiden Sie ab?

Was braucht ein gutes Servicemanagement?

NEUE EINBLICKE

Die wichtigsten Ergebnisse von über 9.000 Firmen aus 14 Branchen und über 100 Ländern

26,63 %

kürzere durchschnittliche Bearbeitungsdauer dank Automatisierung

53 %

aller Anfragen werden durch KI und SB beantwortet

45 %

schnellere Bearbeitung dank reibungsloser Zusammenarbeit

45 %

schnellere Bearbeitung dank reibungsloser Zusammenarbeit

26,55 %

schnellere Antworten dank KI-Assistenten

Der Goldstandard für eine erfolgreiche IT

BERICHT ANFORDERN

BERICHT ANFORDERN

[contact-form-7]

The post 7 KPI für ein erstklassiges ITSM appeared first on Tech Research Online.

]]> Les 7 indicateurs clés de performance d’un processus ITSM exceptionnel https://techresearchonline.com/freshworks/the-7-key-performance-process-performance-exceptional-itsm/ Wed, 09 Oct 2024 16:45:28 +0000 https://techresearchonline.com/?p=10688 Le Freshservice IT Service Management Benchmark Report 2024 met en évidence les tendances du secteur qui vous permettront d’évaluer l’efficacité de votre prestation de services, notamment 

The post Les 7 indicateurs clés de performance d’un processus ITSM exceptionnel appeared first on Tech Research Online.

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Freshworks

RAPPORT

Les 7 indicateurs clés de performance d’un processus ITSM exceptionnel

Rapport comparatif 2024 sur la gestion
des services freshservice

7 KPIs of world-class ITSM

CONTENU

Qu’est-ce qui détermine l’efficacité réelle de la gestion des services ?

Le Freshservice IT Service Management Benchmark Report 2024 met en évidence les tendances du secteur qui vous permettront d’évaluer l’efficacité de votre prestation de services, notamment :

  • L’impact de l’IA générative sur les performances de l’ITSM
  • Le recours à l’automatisation des flux de travail pour atteindre l’excellence opérationnelle
  • Les canaux les plus efficaces pour fournir une assistance fluide

Comment vous situez-vous ?

Was braucht ein gutes Servicemanagement?

LE SAVIEZ-VOUS ?

Principales observations sur 14 secteurs d’activité dans plus de 100 pays et 9 000 organisations

26,63 %

de réduction du délai moyen de résolution (ART) avec des flux de travail automatisés

53 %

de réacheminement des tickets en utilisant le libre-service assisté par l’IA générative

45 %

de résolution plus rapide des tickets grâce aux outils de collaboration

45 %

de résolution plus rapide des tickets grâce aux outils de collaboration

26,55 %

d’amélioration des délais de réponse des agents avec l’assistance intelligente basée sur l’IA générative

Prêt à découvrir les indicateurs clés de la réussite pour les services informatiques ?

OBTENIR VOTRE EXEMPLAIRE

OBTENIR VOTRE EXEMPLAIRE

[contact-form-7]

The post Les 7 indicateurs clés de performance d’un processus ITSM exceptionnel appeared first on Tech Research Online.

]]> 7 KPI’s van een toonaangevend ITSM https://techresearchonline.com/freshworks/7-kpis-of-a-leading-itsm/ Wed, 09 Oct 2024 16:38:58 +0000 https://techresearchonline.com/?p=10689 Het Benchmarkrapport voor IT-servicemanagement 2024 van Freshservice onthult de specifieke trends in de sector die u nodig hebt om de efficiëntie en effectiviteit van uw dienstverlening te meten, waaronder

The post 7 KPI’s van een toonaangevend ITSM appeared first on Tech Research Online.

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Freshworks

RAPPORT

7 KPI's van een toonaangevend ITSM

Benchmarkrapport voor Freshservice
sevicemanagement 2024

7 KPIs of world-class ITSM

WAT STAAT ERIN?

Wat zorgt ervoor dat servicemanagement ook echt werkt?

Het Benchmarkrapport voor IT-servicemanagement 2024 van Freshservice onthult de specifieke trends in de sector die u nodig hebt om de efficiëntie en effectiviteit van uw dienstverlening te meten, waaronder:

  • De impact van generatieve AI op ITSM-prestaties
  • Hoe u met workflowautomatisering operationele excellentie kunt bereiken
  • De meest effectieve kanalen om naadloze ondersteuning te leveren

Hoe goed doet u het?

Was braucht ein gutes Servicemanagement?

WIST U DAT?

Belangrijke conclusies uit 14 sectoren in meer dan 100 landen en meer dan 9000 organisaties

26,63 %

kortere gemiddelde afhandelingstijd met geautomatiseerde workflows

53 %

van de tickets afgehandeld bij gebruik van selfservice met generatieve AI

45 %

snellere oplossing van tickets met behulp van samenwerkingstools

45 %

snellere oplossing van tickets met behulp van samenwerkingstools

26,55 %

verbetering in respons van agents met slimme assistentie van generatieve AI

Klaar om de belangrijkste cijfers voor IT-succes te ontdekken?

ONTVANG UW EXEMPLAAR

ONTVANG UW EXEMPLAAR

[contact-form-7]

The post 7 KPI’s van een toonaangevend ITSM appeared first on Tech Research Online.

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