Name: Leveraging AI in the evolving and transformative ITSM landscape
Start: 2024-04-30T06:12:00Z
End: 2024-04-30T06:12:33.000Z
Location: BrightTALK

Freshworks builds uncomplicated customer and IT service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive.

Where does your IT team stand against the world’s best? Freshworks analyzed 187M+ tickets from 10,743 organizations in 118 countries to create the Freshservice Benchmark Report 2025—the ultimate data-backed guide to ITSM and ESM performance.

Hear from the titans of industry:
● Dave Kung, Director of IT Ops, Prometheus Real Estate Group
● Scott Steinberg, CEO, The Futurist Trends Consulting Firm
● Ravi Tharisayi, Senior Director, Product Marketing, Freshworks

In this exclusive session, you’ll uncover:
● The benchmarks that matter most across global service teams
● AI-driven efficiency gains—76.6% faster resolutions, 65.7% ticket deflection, and 431K+ agent hours saved
● Big shifts—from AI adoption to the rise of enterprise service management and incident management

Walk away with the insights you need to measure, optimize, and outperform in 2026.

Benchmarks matter: See where you stand in IT service delivery

The gap between good and great service is widening. Here’s how to close it.  
A recent study by Freshworks covering 32,000+ companies uncovered how top-performing teams are using AI, automation, and people-first strategies to deliver faster resolutions, higher CSAT, and support that scales without complexity. 

In this session, we’ll cover:
- Three actionable takeaways to drive CSAT, efficiency, and growth 
 - How to benchmark your performance against your peers  
- Where your team stands today – are you an Aspirant, Performer, or Trendsetter?  And how do you move up the Customer Service Performance matrix? 
- How AI is helping teams cut resolution times from 32 hours to 32 minutes 

Explore what high-performing teams are doing differently to deliver exceptional, efficient service in 2025 and beyond.

Uncomplicate Customer Service with AI: Insights from 32,000+ support teams who got it right

Straight from the source – Why ITSM leaders switched to Freshservice

Tired of outdated, complicated ITSM tools? In this on-demand session, you’ll hear directly from IT leaders who have successfully made the switch to Freshservice, a modern AI-powered ITSM platform. Paul Clemow (Interim CIO, Alterna Bank), Brad Christ (Former CIO, Eastern Washington University), share their experiences on why they switched, the outcomes they achieved, and what it took to lead their organizations through ITSM transformation.

Key takeaways:
- Why CIOs made the switch: Understand the shortcomings of legacy ITSM and what drove these leaders to adopt Freshservice
- AI and automation in action: Discover how Freshservice streamlines workflows, reduces complexity, and improves service experiences
- Lessons from real transformations: Practical insights into change management, adoption, and achieving measurable business impact

Straight from the source: Hear why ITSM customers switched to Freshservice

Just as modern transportation networks connect distant locations through seamless routes, Enterprise Service Management (ESM) bridges isolated departments into one unified system. The true power of ESM emerges when combined with modern AI capabilities. Forrester predicts this evolution will be so profound that by 2025, self-service will become the preferred  first-contact channel for service desks, with 50% of businesses leading with automated solutions.

It's time to identify and close the service gaps that create costly disruptions throughout your organization. During this session, discover how smart organizations are using uncomplicated ESM to transform disconnected service silos into integrated networks that deliver exceptional employee experiences. We'll explore real transformations where organizations connected previously isolated service areas into a unified network that deliver faster resolutions, improved satisfaction, and operational excellence.

You'll learn:

● How to map and identify critical service gaps across your organization
● Why unified service networks outperform isolated departmental solutions
● Strategies for connecting HR, IT, facilities, and other service areas seamlessly
● Real examples of organizations that transformed their service delivery with ESM

Catch this webinar live on 14th August, 10 AM EDT.

Mind the service gap: How uncomplicated ESM connects your organization

Just as modern transportation networks connect distant locations through seamless routes, Enterprise Service Management (ESM) bridges isolated departments into one unified system. It's time to identify and close the service gaps that create costly disruptions throughout your organization.

During this session, discover how smart organizations are using uncomplicated ESM to transform disconnected service silos into integrated networks that deliver exceptional employee experiences. We'll explore real transformations where organizations connected previously isolated service areas into a unified network that deliver faster resolutions, improved satisfaction, and operational excellence.

You'll learn:

● How to map and identify critical service gaps across your organization
● Why unified service networks outperform isolated departmental solutions
● Strategies for connecting HR, IT, facilities, and other service areas seamlessly
● Real examples of organizations that transformed their service delivery with ESM

Catch this webinar live on 14th August, 3 PM AEST.

For small businesses, IT Service Management (ITSM) is no longer just about fixing issues - it’s about transforming how small businesses operate, ensuring seamless, AI-driven employee experiences that fuel growth. The era of rigid Service-Level Agreements (SLAs) is giving way to Experience-Level Agreements (XLAs), where speed, personalization, and intelligence define IT support. 

Join industry experts as we explore how AI-driven ITSM is transforming SMB IT teams - accelerating resolutions, enhancing self-service, and reducing operational overhead. Discover real-world strategies to boost efficiency, optimize costs, and scale IT operations effortlessly with AI. 

Key Takeaways: 
- Transforming ITSM with AI: How AI automation streamlines IT support, making it faster and smarter. 
- Scaling with Lean IT Teams: Insights from SMB IT leaders on delivering enterprise-grade IT support.
- From SLAs to XLAs – Creating intuitive, predictive IT services that go beyond traditional metrics.
- Cost Optimization Without Compromise: Practical strategies for balancing service quality and IT budgets. 

Bonus: Attendees get a complimentary “AI+ITSM Guide” - your roadmap to implementing AI-driven ITSM strategies effectively.

Beyond SLAs: How AI-Driven ITSM is Transforming Small Business IT

Today, customer support is the new battleground for business success. As customer expectations continue to evolve, traditional support approaches are falling short. Fragmented tools create operational challenges, overwhelming agents and frustrating customers. 

This webinar provides a practical blueprint to help you simplify customer support with AI-powered solutions. You'll learn:
● How to support customers seamlessly across multiple channels
● Ways to empower support agents with AI to improve efficiency and enable faster resolution
● Strategies for balancing AI automation with genuine human interaction to create truly personalized experiences

Discover how leading brands leverage AI to reduce resolution times, ensure 24/7 availability, and create meaningful customer interactions—all while optimizing costs.

Uncomplicate Customer Service with AI: Practical strategies for CX leaders

Beyond SLAs: How AI-Driven ITSM is Transforming SME IT

With worldwide IT spending expected to hit $5.74 trillion in 2025 (Gartner), organizations face critical decisions about how technology investments can improve everyday operations and deliver measurable value from AI investments.

This webinar explores how leading organizations are rethinking their approach to operationalizing AI, charting paths to measuring AI success through meaningful KPIs, while building a future-ready strategy. 

On 8 May 2025, 11:00 AM ET, explore SpawGlass's transformation journey, where they simplified their tech stack, automated workflows, and implemented robust change governance.

Join this webinar and learn how to:
- Think strategically: Understand how to build a future-proof scalable IT strategy that breaks down org silos 
- Be actionable: Practical ways to approach AI and high-impact automation, like SpawGlass did
- Scale smart: Build a framework for measuring success, from employee experience metrics to AI KPIs

<a href="https://www.freshworks.com/freshservice/demo-request/"><b>Find out more about Freshservice here.</b></a>

Reactive to remarkable: IT leaders’ guide to redefining employee experiences with AI

Scaling in 2025 isn’t just about growing bigger - it’s about growing smarter. The world’s leading organizations are redefining IT by leveraging advanced strategies to build seamless, future-ready operations. In stark contrast, many mid-sized businesses remain stuck, grappling with costly service disruptions and failing to meet critical employee and customer needs.
So, what are these top organizations doing differently? How are they setting the bar for scalable, sustainable growth?
Join Kyle McNabb, Vice President & Principal - Research at The Hackett Group, as he shares:
● What makes Digital World Class® organizations stand out in scaling operations and enabling business growth.
● How automation and AI are transforming IT Service Management, delivering unmatched scalability.
● The cost and efficiency benefits these organizations achieve, enabling faster and smarter growth.
Don't miss this opportunity to learn how the Digital World Class® approach can transform your IT operations, driving efficiency, scalability, and a competitive edge in 2025

Scaling IT Operations for 2025 Growth: Best Practices with Automation & AI

Freshworks Top EX (Employee Experience) Priorities in 2025 for IT leaders

Inside the Top 5 Strategic Employee Experience Priorities for IT Leaders

Join experts from Forrester and Device42 in this webinar to explore how an accurate and comprehensive CMDB can accelerate digital transformation by unifying IT services and operations, and future-proofing with ITAM.

CMDB: The Digital Transformation Accelerant

Unlock the power of centralized asset management for enhanced visibility and efficiency with Freshservice and Device42. Discover how application dependency mapping, combined with automated discovery, can tackle operational challenges, foster innovation, and drive business results.

Get the latest insights on:

- Reimagining service ops for enhanced efficiency
- CMDB’s crucial role in efficient service operations
- How dependency mapping can elevate IT service ops

Hear from Forrester Principal Analyst Julie Mohr on today’s IT challenges and Device42 Chief Marketing Officer (CMO) Yama Habibzai on future-proofing with ITAM.

How to Establish an Accurate CMDB and Reimagine Service Ops

Business in 2024 demands a significant shift in the ITSM landscape, as Artificial Intelligence (AI) plays a pivotal role in transforming workplaces. With the emergence of generative AI, enhancing employee experiences has become more critical than ever. As workforce boundaries are redrawn, business users are increasingly expecting chief information officers (CIOs) and their IT departments to demonstrate a clear return on investment (ROI). To meet these demands, IT leaders must select the right AI tools, ensuring that they avoid unnecessary technology expenditures while balancing organizational efficiency and productivity.

CIOs have the opportunity to position themselves as strategic forces within their organizations by improving IT service management (ITSM)—the processes, policies, and procedures that guide how IT resources and services are designed, managed, and delivered. However, a May 2024 survey by Harvard Business Review Analytic Services revealed a concerning trend: only 22% of respondents reported that their organizations provide ITSM in a very effective manner.

Join us for an in-depth discussion on the transformative promise of AI in ITSM.

Here’s what you can expect to learn:

● The power of AI in enhancing employee experiences
● Challenges in implementing generative AI 
● Best practices in implementing generative AI

Bonus: Get a complimentary copy of “The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse” report.

<a href="https://www.freshworks.com/demo/">Book a meeting</a>

Leveraging AI & ITSM for Strategic Advantage

As workforce dynamics shift, CIOs face growing pressure to deliver exceptional employee experiences while driving digital transformation and business success.  

However, there is a stark dichotomy. A 2024 global survey by Harvard Business Review Analytic Services reveals that while 80% of IT decision-makers believe improving ITSM would enhance employee satisfaction, only 22% believe their organizations provide ITSM in a very effective manner. 

The solution lies in going back to the basics - reducing complexities, dismantling silos, modernizing ITSM, and aligning it closely with business goals. 

Join this virtual session to explore how CIOs can elevate ITSM to drive innovation, featuring insights from the Harvard Business Review Analytic Services report. 

Hear from a CIO's perspective, gain actionable insights from global benchmarks, and discover how AI is shaping the future of service management. 

Whether you're an IT manager, senior executive, or industry enthusiast, this session will equip you with valuable perspectives for the road ahead: 
- Simplify IT service management: Discover how a modern AI-driven approach to service management can streamline processes and improve efficiency. 
- Overcome digital transformation challenges: Learn how CIOs tackle rising IT complexity while driving rapid innovation with effective strategies. 
- Harness AI for ITSM: Discover key areas for AI-driven improvements with real-world success stories.

The AI Advantage: 3 Ways to Make IT Services a Strategic Powerhouse

With the ever-changing landscape of emerging technologies and rising employee expectations, how do you balance continuously elevating service experiences with optimizing costs and future-proofing?

As IT teams across the globe are tasked with the challenge of doing more with less, GenAI has emerged as the undeniable force multiplier --- but not without its share of skepticism and concerns. Join Freshworks to delve deeper into GenAI’s potential, misconceptions, and the strategic vision required to build higher-performing teams.

Evolve IT Services with GenAI for Exceptional Employee Experiences

Discover cutting-edge insights from trusted industry experts

Our featured guest speaker, Forrester principal analyst and industry veteran Julie Mohr, will dive into current market trends. Former Gartner analyst Kenneth Gonzalez will demonstrate how AI is revolutionizing service and support. 

Topics will cover:
The ever-evolving IT landscape as industry leaders illuminate prevailing trends, discuss executive concerns, and reveal emerging opportunities. 

A deep dive into the transformative power of AI as our panel delves beyond the hype, providing actionable insights for successful implementation in your organization.

How organizations are using Freshservice, our flagship IT solution, to reimagine ITSM in the AI era.

Don't miss this chance for an expert-led look into the future of IT.

Revolutionizing Service and Support: Exploring Possibilities of Generative AI

Business in 2024 calls for a shift in the ITSM landscape, with the mainstream role of Artificial Intelligence (AI) in transforming workplaces. AI and its cutting-edge fact, generative AI bring to the forefront the importance of enhancing employee experiences, and ways to achieve it. It is also important for IT leaders to choose the right AI tools to avoid unnecessary tech spends while balancing organizational efficiency and productivity.

Join us for an in-depth discussion on the promise AI holds in ITSM, especially in transforming employee experiences, its challenges and how Freshworks is at the forefront of this AI revolution.

Here’s what you can expect to learn::

● The power of AI in enhancing employee experiences
● Facets of AI, with a special focus on generative AI
● Challenges in implementing generative AI
● Freshworks at the forefront of the AI revolution and its role in enhancing employee experiences through Freshservice and Freddy AI
● Best practices in implementing generative AI

Leveraging AI in the evolving and transformative ITSM landscape

Artificial Intelligence

ITSM

Generative AI

Employee Experience

AI Tools

IT Service Management

Legacy

Intelligent Automation

ChatGPT

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Leveraging AI in the evolving and transformative ITSM landscape

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About this talk

Freshworks Inc