Estimated reading time: 1 minute
Table of Contents
What is Freshservice?
Freshservice is an IT Service Management (ITSM) solution designed to help businesses effectively manage their IT services. It’s a powerful and intuitive tool that offers a comprehensive range of features for IT teams. It enables tracking, managing, and optimizing ITSM processes while aligning with IT best practices. Its use within an organization ensures high-quality IT service management in compliance with ITIL principles.
Main Features of Freshservice:
Incident Management: Freshservice allows you to track and resolve incidents effectively. This service enables quick creation, management, and resolution of incident tickets, thus improving team responsiveness and user satisfaction.
Problem Management: Freshservice provides the ability to identify and resolve underlying issues that cause recurring incidents. By using this solution, you reduce the number of incidents and improve IT service stability.
Service Management: Freshservice has features for service management, including service levels (SLA) and asset management, ensuring that your IT services meet user expectations and business requirements.
Essential Features of Freshservice
Freshservice offers a comprehensive range of features designed to meet IT teams’ needs, improving ITSM management while complying with ITIL principles.
Incident Management
Thanks to its advanced incident management features, Freshservice allows you to track and resolve incidents in the most effective way. Your IT teams can thus create, manage, and resolve incident tickets quickly, improving responsiveness and user satisfaction. For example, you can:
Ticket Creation and Management Service: You can easily create incident tickets, and your employees can manage them centrally.
Workflow Automation: Freshservice enables workflow automation for incidents, thus reducing processing time and increasing efficiency.
Dashboard and Reports: Customizable dashboards and detailed reports enable performance tracking and simplified reading of key data.
Gestion des problèmes
Freshservice includes features to help you identify and resolve underlying issues. This helps reduce the number of incidents and improve your IT service management. For example, Freshservice includes tools such as:
Root Cause Analysis: By helping you identify underlying issues, Freshservice enables root cause analysis of incidents impacting your organization.
Known Problem Management: By providing this solution to your IT team, you give them the ability to document and track known issues to prevent future incidents.
Problem Tracking: Impact measurements and status reports allow you to more effectively track and manage IT issues affecting your services.
Service Management
Freshservice offers features for team management, including service level management (SLA) and asset management. These services help meet user expectations and business objectives. For example, you’ll find:
SLA Management: Define and track service level agreements to ensure the quality of your IT services.
Asset Management: Track and manage your IT assets, ensuring perfectly managed use of your IT resources.
Data management
The integrated data management features ensure efficient and secure data management for your IT services. You’ll find features such as:
Database Management: Through management and optimization tools, databases managed by Freshservice ensure optimal performance.
Data Security: Security features protect sensitive data against unauthorized access and cyberattacks.
Knowledge Management: You can create and manage a knowledge base to share information and pool solutions, thus increasing the capabilities and overall knowledge level of your teams.
Integration and Automation
Using Freshservice primarily ensures rapid integration of your existing tools and software, offering you a complete and integrated ITSM solution.
Third-party Tool Integration: Freshservice can be integrated with project management tools, CRM, and other software for centralized management.
Process Automation: Automate your ITSM processes, thus reducing workload and improving service efficiency.
API and SDK: Through APIs and SDKs, you can develop custom integrations specific to your usage, essential tools to ensure you have a tool as evolving and agile as your business can be.
Benefits of Freshservice for ITSM
Freshservice offers numerous benefits for businesses looking to improve their IT service management (ITSM) and respecting ITIL principles. Here are some of the main benefits of using Freshservice:
Productivity Improvement
Freshservice automates many ITSM processes, allowing IT teams to focus on higher-value tasks. Workflow automation and ticket management features reduce processing time and human errors, thus increasing overall productivity.
Knowledge Management
Freshservice allows IT teams to create and manage a knowledge base to share common information and solutions. This reduces the time needed to resolve recurring incidents and improves support agent competency.
Gestion des actifs
Freshservice offers a service for IT asset management, ensuring optimal resource utilization. Teams can track and manage assets, ensuring that resources are used efficiently and costs are controlled.
Project Management
Freshservice offers features for project management in IT, allowing teams to plan, track, and manage projects effectively. This improves coordination between teams and ensures projects are delivered on time and within budget.
Integration with Other Tools
Freshservice easily integrates with other tools and software used by businesses, offering a complete and integrated ITSM solution. Integrations with project management tools, CRM, and other software enable centralized management and better coordination between different teams.
SMC Consulting specializes in IT service management. Our experts use advanced tools like Freshservice and Jira to optimize your support and ITSM processes. Our goal is to provide solutions tailored to your business’s specific needs, ensuring maximum efficiency in your IT operations. helps businesses implement quality ITSM service. As a certified Freshworks partner, we can help your support teams best integrate and develop all the technology and power of Freshservice features within your teams. SMC consulting agents are at your teams’ service for effective change management.
Case Studies and Testimonials
To illustrate the effectiveness of Freshservice, here’s a concrete case study of a satisfied client who adopted this solution to improve their IT service management.
Case Study: HelloFresh
Context: HelloFresh SE is the global leader in meal kits, operating in multiple countries and having delivered 67 million meals to 2.4 million active customers in the second quarter of 2019. Founded in Berlin in 2011, HelloFresh went public in 2017 and has offices in several major cities worldwide.
Problem Statement: HelloFresh was using forms and spreadsheets to manage incidents, which proved inadequate with company growth. Challenges included:
- Manual work prone to errors.
- Inability to identify and track bottlenecks.
- Dependencies on multiple channels for interdepartmental collaboration.
- No traceability in task management.
- Lack of clean and accurate data for external and internal reporting.
Solution: HelloFresh was looking for a service management solution that standardizes the incident management approach and centralizes information flow. Freshservice, ready to use and easy to deploy, met all these requirements.
Results: Thanks to Freshservice, HelloFresh improved operational efficiency by streamlining its operations and improving visibility of its ecosystem. The platform enabled better team collaboration, increased accountability across all services, and continuous improvement of operational processes through reliable reporting and advanced analytics. Additionally, HelloFresh benefited from better visibility and transparency of incident-related costs, facilitating the tracking of claims and credits.
Testimonial: « We found great value in Freshservice’s configurable workflows, unified portal, and ability to configure the platform in local languages. We believe this will help us manage incidents across our sites to provide the best experience for our customers. » – Anne-Marie Létourneau, International Operations Project Manager.
Freshservice: An Effective ITSM Management Tool
Freshservice proves to be an essential tool for IT service management (ITSM) within businesses. By adopting this solution, organizations can improve their incident, problem, and service management processes while ensuring better user satisfaction. Freshservice, aligned with ITIL best practices, enables standardization and optimization of ITSM processes, thus offering more efficient and transparent IT service management.
Through its advanced features, Freshservice helps IT teams manage changes in a structured and controlled manner, automate repetitive tasks, and improve internal collaboration. The software also offers robust capabilities for asset management and data security, ensuring compliance and protection of sensitive information.
By integrating Freshservice, businesses can not only improve their IT service management practices but also strengthen their organization and ability to respond to changing user needs. Freshservice is more than just support software; it’s a complete solution that transforms how businesses manage their IT services, helping them achieve unprecedented levels of performance and user satisfaction. If you want to optimize your IT service management and improve user satisfaction, Freshservice is the ideal choice.
SMC Consulting supports you at the heart of your change process to help your organization succeed in maximizing Freshservice service integration. We support you, customize, and train your IT team on your new Freshservice software dedicated to managing your ITSM processes. Give your support team the ability to reach a higher level and prioritize your customers.
As a SMC Consulting client, you benefit from the support of our Freshservice-certified agents to handle all your organization’s requests. If you’re considering switching your ITSM service management software to Freshservice, contact us now for free to benefit from a free demo.
