By Richard Pastore and Christopher Key


Technology leaders are realizing that it is time to modernize their IT service management (ITSM) capabilities by introducing intelligent automation enabled by artificial intelligence (AI) analysis of process data and AI for technology operations (AIOps). The joint goals are aimed at creating a new magnitude of technology function efficiency to enable resource realignment and an improved employee experience. Early adopters are starting with the technology service desk, standardizing processes, automating repeatable tasks and developing a more streamlined, self-service approach. Best practices include making a sound business case, obtaining proofs of concept (POCs) from vendors, building ITSM into a three- to five-year function modernization plan and cultivating new talent.



By the Hackett Group

April 2022

Improving employee experience is the bedrock of modern IT service management initiatives. With a new urgency for modernization after the Covid 19 pandemic and other economic and societal changes, IT leaders are in the race to adopt new technologies to enable resource realignment and improve the employee experience. Freshworks is pleased to offer you this insightful report from The Hackett Group. The study reveals the foundations and targeted outcomes for future ITSM and the best practices for IT leaders moving toward modernizing their IT operations and exploring the opportunities of AIOps. At Freshworks, we believe your business deserves a right-sized ITSM solution that’s intuitive, intelligent, and employee-focused. For more information on how Freshworks can help you get the most out of your IT, visit


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