Managing IT processes in your organization, have you ever wondered how effective you really are? And how do other companies do it? Are you faster or slower?

The IT service management market is evolving at tremendous speed: the number of service desk requests is growing, the use of SaaS and cloud solutions is expanding, and users expect IT departments to deliver ever higher speed and quality of service. In such conditions, it becomes especially important to understand how the industry as a whole operates and what benchmarks you can use for comparison.

In this webinar, we will present the key findings from the Freshservice Benchmark Report 2025 — a global study based on the analysis of millions of requests and processes across thousands of companies worldwide. Participants will learn which practices help leaders improve service desk efficiency, where companies most often face challenges, and how automation, AI, and the ServiceOps approach are transforming IT operations.

Participants will learn:

• The main trends and performance metrics of IT departments in 2025.
• Which approaches to automation and AI deliver the best results.
• How companies reduce incident resolution times and improve user satisfaction.
• Practical recommendations from the report to improve ITSM performance.

Who will benefit:

• CIOs and IT Directors.
• Service desk managers and specialists.
• Automation and digital transformation managers.
• IT process and infrastructure architects.
• Consultants and integrators helping companies implement modern ITSM practices.

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