Client: Freshworks EMEA
Format: Report
Size: 23.3 MB
Language: English
Date: 20.05.2024
7 KPIs of world-class ITSM: Freshservice Service Management Benchmark Report 2024
In a challenging economic landscape, business leaders rely on tech experts to optimize processes and maximize digital investments for efficiency and returns. CIOs are at the forefront of driving digital transformation, implementing intelligent tools and achieving more with fewer resources.
Crucial for business growth and better service is selecting and deploying effective tools. This requires shedding redundant software and adopting solutions that are user-friendly, efficient, and truly beneficial for the business.
Against this backdrop, we introduce the annual Freshservice IT Service Management Benchmark Report (FBR 2024). The core aim of the FBR is to establish a benchmark index for Key Performance Indicators (KPIs), encouraging organizations to measure their performance against this index. Through this process, technology leaders are equipped to leverage solutions that are not only swift and robust but also demonstrably add value to the business. It's crucial for CIOs to align the metrics with executive inquiries, crafting a compelling narrative on the business value of IT. Communicating IT’s influence on critical business objectives and aligning with leadership priorities is key to constructing a more impactful business IT narrative.
In its fourth edition, the FBR 2024 has meticulously aggregated anonymized data from over 100 countries, 9,400+ organizations of various sizes, and more than 167 million unique tickets between January to December 2023. The report delineates seven critical KPIs for service management leaders, providing a detailed analysis across different industries, geographies, and organizational scales.
This year's report places a special emphasis on the transformative role of generative AI in 2023, highlighting its disruptive impact on the IT landscape. For CIOs and IT organizations, the advent of generative AI signifies a paradigm shift, offering unprecedented opportunities for innovation, efficiency, and strategic advantage.
Crucial for business growth and better service is selecting and deploying effective tools. This requires shedding redundant software and adopting solutions that are user-friendly, efficient, and truly beneficial for the business.
Against this backdrop, we introduce the annual Freshservice IT Service Management Benchmark Report (FBR 2024). The core aim of the FBR is to establish a benchmark index for Key Performance Indicators (KPIs), encouraging organizations to measure their performance against this index. Through this process, technology leaders are equipped to leverage solutions that are not only swift and robust but also demonstrably add value to the business. It's crucial for CIOs to align the metrics with executive inquiries, crafting a compelling narrative on the business value of IT. Communicating IT’s influence on critical business objectives and aligning with leadership priorities is key to constructing a more impactful business IT narrative.
In its fourth edition, the FBR 2024 has meticulously aggregated anonymized data from over 100 countries, 9,400+ organizations of various sizes, and more than 167 million unique tickets between January to December 2023. The report delineates seven critical KPIs for service management leaders, providing a detailed analysis across different industries, geographies, and organizational scales.
This year's report places a special emphasis on the transformative role of generative AI in 2023, highlighting its disruptive impact on the IT landscape. For CIOs and IT organizations, the advent of generative AI signifies a paradigm shift, offering unprecedented opportunities for innovation, efficiency, and strategic advantage.
