IT Service Management
Deliver exceptional IT service with Freshservice — an intelligent, ITIL-aligned ITSM platform that streamlines IT operations and enhances employee experience.
The Freshservice ITSM Platform
Freshservice is Freshworks' AI-powered IT service management platform built on ITIL best practices. It provides a modern, intuitive solution for managing IT services, assets, and operations.
With Freddy AI, automated workflows, and a powerful CMDB, Freshservice helps IT teams resolve issues faster, manage changes with confidence, and deliver exceptional service to employees across the organization.
Key Capabilities
ITIL-aligned capabilities designed to streamline IT operations, reduce downtime, and deliver outstanding service to every employee.
Incident Management
Streamlined incident logging, categorization, prioritization, and resolution with SLA tracking and automated escalation.
Problem Management
Identify root causes, link related incidents, and implement permanent fixes with structured problem analysis workflows.
Change Management
Plan, approve, and implement changes with risk assessment, CAB approvals, and rollback procedures.
Asset Management (ITAM)
Track IT assets throughout their lifecycle from procurement to disposal with auto-discovery and software license management.
Configuration Management (CMDB)
Map relationships between infrastructure components to understand impact and dependencies for better decision-making.
Self-Service Portal
Empower employees with a branded service catalog, knowledge base, and AI-powered chatbot for instant resolution.
Product Components
The Freshservice ITSM platform is comprised of six integrated modules, each designed to address a critical aspect of IT service delivery.
Service Desk
IT Service Desk
The central hub for IT support that streamlines ticket management from creation to resolution. Equipped with SLA management, a dedicated agent workspace, and canned responses, the Service Desk ensures IT teams can handle incidents efficiently while maintaining service quality standards.
Highlights
Freddy AI
AI-Powered IT Assistant
An AI-powered IT assistant that automatically triages incoming tickets, suggests resolutions based on historical data, and provides a virtual agent for employees to get instant answers. Freddy AI uses predictive analytics to identify trends and prevent issues before they impact the business.
Highlights
ITOM
IT Operations Management
Monitor and manage IT infrastructure health from a single pane of glass. ITOM provides alert management, real-time health dashboards, orchestration capabilities, and cloud management tools to ensure optimal performance and rapid response to operational issues.
Highlights
Project Management
IT Project Management
Plan and execute IT projects with integrated project management capabilities. From waterfall to agile methodologies, teams can create project plans, manage tasks with sprint boards, allocate resources effectively, and track progress alongside day-to-day service operations.
Highlights
Service Catalog
Employee Service Catalog
A self-service portal that empowers employees to browse and request IT services without contacting the help desk. Customizable request forms, multi-level approval workflows, an integrated knowledge base, and organized service categories make it easy for employees to get what they need.
Highlights
Analytics
IT Analytics & Reporting
Comprehensive analytics and reporting that give IT leaders deep visibility into service desk performance, ticket trends, and team efficiency. Build custom dashboards, analyze SLA compliance, monitor customer satisfaction scores, and identify areas for continuous improvement.
Highlights
Technology Partner
Powered by Freshworks
KPBC partners with Freshworks to deliver enterprise-grade Freshservice ITSM solutions built on the proven Freshworks platform.
Ready to Transform Your IT Service?
Contact us to schedule a demo and discover how Freshservice ITSM can modernize your IT operations and elevate employee experience.
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