# 7 KPIs of world-class ITSM

From AI to automation, we've measured what IT leaders are doing right and how to benchmark your performance

## What makes service management really work?

The 2024 Freshservice Service Management Benchmark Report uncovers the industry-specific trends you need to gauge your service delivery efficiency and effectiveness, including:

- The impact of generative AI on ITSM performance
- How workflow automation helps achieve operational excellence
- The most effective channels to deliver seamless support

## Key takeaways from 14 industries across 100+ countries and 9,000+ organizations

### 26.63%  
Reduction in average resolution time (ART) with automated workflows

### 53%  
Ticket deflection rates when using gen-AI-powered self-service

### 45%  
Faster ticket resolution through collaboration tools

### 26.55%  
Improvement in agent response time with gen-AI-powered smart assistance

## The experts agree

Industry authorities and customers recognize Freshservice for its superior combination of built-in AI, usability, scalability, and value.

## Ready to discover the key measures of IT success?

"Enhancing employee experience remains a pivotal focus for IT leaders globally. The deployment and adoption of generative AI capabilities, including self-service options and agent assistance tools, represents a significant opportunity to enrich employee interactions with their ITSM solution and sets a new standard for operational excellence within IT services."

— Ashwin Ballal, CIO, Freshworks

## More resources

**Experience an interactive, self-guided tour of Freshservice**  
Unify channels, automate tasks, and empower agents with a scalable ITSM solution.](https://app.storylane.io/share/ie7vzgitwt25)  
  
**Hackett’s 2024 Technology Key Issues Study Results**  
Learn how to leverage generative AI to unlock the future of employee experiences.](https://www.freshworks.com/freshservice/resources/hackett-report/)  
  
**Gartner® Market Guide**  
Explore how the evolving ITSM landscape can enhance employee experiences.](https://www.freshworks.com/freshservice/resources/gartner-market-guide/)