Freshservice: IT service management

ITSM

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Freshservice: IT service management

ITSM

More information
Request your free trial

A unified solution for IT service management

Provide satisfaction, increase efficiency and achieve higher ROI with Freshservice

With Freshservice you will achieve powerful automations, eliminating repetitive tasks and manual processes, you will be able to integrate service management in a single platform to improve resolution time, reduce costs and improve visibility, all with rapid implementation and in a customized platform without code.

Freshservice solution: modern and intelligent

With the Freshservice solution, you can provide a pleasant employee experience with a smart, modern and easy-to-use service management solution that instantly adds value.

  • Integrated service channels.

  • Incident Management.

  • Service request management.

  • Problem management.

  • Change and version management.
  • Workload management.

Optimize digital operations with Freshservice

Protect your business from critical operational incidents. Filter noise to extract signals and automate incident creation, routing, and escalation. Solve problems faster with ML-powered insights.

  • AI-enhanced alert management.

  • Guard management.

  • Orchestration.

  • Cloud management.

  • Service Health Monitoring.

Freshservice for asset governance

Create a backbone for efficient service delivery with complete visibility into your on-premises and cloud infrastructure.

  • A discovery solution of the right size, to improve visibility.

  • Unified asset lifecycle management to govern assets and costs.

  • An intuitively connected CMDB, for high-pressure service delivery.

  • Innovative automation and analytics, to empower active administrators.

The Freshservice portal allows us

  • Open, in progress and pending tasks.
  • Tracking the flow of approvals related to the service catalog.
  • View, associate and edit assets present in the inventor.

  • To asset management, the tool incorporates a “scanner” that allows us to add new assets to inventory by capturing barcodes.

  • Change management and tracking.
  • Access to user information from where we can see tickets and associated assets.
  • Access to the tool’s knowledge base.

Portal self-service

Freshservice offers web access to both agents and users.

With regard to users, the tool offers a global vision of all the services offered to the end user:

Your tickets
From here the user will be able to access their open, pending and fenced tickets.

Pending approvals
In case of being part of a flow of internal approvals, from here we can manage, exit or deny the pending approvals of our management.

Open a new ticket
Report a new incident to the support team.

Request a new service
From here we can access the tool’s catalog of services.

Look for solutions
The knowledge base contained in Freshservice can be shared with end users as a self-service tool.

Display the service catalog from the Freshservice portal

Being a tool “to the cloud” Freshservice is executable from any environment.

At the same time, and by having its own Discovery tool, it will allow us to incorporate into the inventory all those virtual and physical machines present in our infrastructure.

Freshservice benefits

  • Freshservice does not have a limit of users present on the platform. We can have as many agents as necessary, as well as end users.
  • We can also define complex approval flows that involve several levels in the hierarchical line of the company. In this sense, there is no maximum number of approvers, supervisors or administrators.
  • The tool allows defining different roles within the platform. In this way, we will be able to limit or open access to the different services precisely to the platform, adjusting to the needs and characteristics of the agent.
  • Through the Marketplace present on the same platform, the tool will allow integration with third-party tools in an easy and fast way.
  • It is possible to inventory an unlimited number of assets.
  • The platform is partially translated into Catalan and fully into Spanish and English. At the same time, all automatic notifications present to email notifications are 100% customizable.
  • Freshservice enables single sign-on using SAML SSO and Simple SSO standards. This will allow us to integrate user authentication with the Active Directory of the domain.
  • Being a cloud tool, Freshservice offers Availability SLAs of 99.80% as long as the environment has guaranteed access to the internet.
  • The tool has a development tool called “Sandbox” that will allow to implement the necessary changes and carry out the corresponding tests prior to its launch.

Freshservice for the different departments of the organization

It is possible to use the Freshservice solution in different teams, be it HR, finance, operations, etc. thus eliminating the need for multiple tools.

Unify teams with a single, fast, easy, and seamless service management solution.

Next-generation project management for modern IT teams

Bring IT service and project management together to deliver consistent business results.

  • Integrated project management and ITSM.

  • Flexibility to execute projects using any methodology.

  • Modern views to better plan and execute projects.

  • Manage software projects from start to finish.

  • Practical information and reports.

  • Combine the power of Slack and Freshservice.

  • Project management for non-agents.

  • Monitor and manage the workload of resources.

Licensing

Freshservice is a product offered on a contractual basis through nominal licenses.

The users who own these licenses can be modified as many times as necessary as long as the total number of agents present does not exceed the total number of agents hired.

There are different types of licenses (which the manufacturer calls “plans”) through which we can access the different features of the tool. Each “plan” includes all the benefits of the “plan” immediately below and offers superior features.

Freshworks

Freshservice, a product of Freshworks, is a tool that allows you to automate IT tasks for service management, since it provides quite effective tools for the management of services related to information technology.

Freshworks makes it easy and fast for companies to satisfy their customers and employees. It does this through an innovative approach to creating and delivering software as a service that is affordable, quick to implement, and designed for the end user. Freshworks creates technology that works for everyone, making it easy for IT, customer service, sales and HR do their job and keep their customers satisfied.

Deliver satisfaction, increase efficiency and achieve higher ROI with Freshservice.