"Effective IT Service Management with Freshservice"
"Effective IT Service Management with Freshservice" is a comprehensive, authoritative guide for IT leaders and practitioners who aim to modernize and optimize their IT service delivery. The book navigates the evolving landscape of ITSM by interweaving globally recognized frameworks such as ITIL, COBIT, and DevOps, while addressing the challenges of contemporary enterprises, including operational complexity, compliance, automation, and user experience. Through an exploration of metrics, governance models, and continuous improvement practices, readers gain a holistic understanding of building resilient, scalable, and future-ready service management strategies.
This book offers a deep dive into the Freshservice platform, unraveling its SaaS-based architecture, core modules, extensibility, and robust security foundations. Each chapter demystifies complex domains such as incident, problem, change, and asset management at scale, providing actionable insights into automation, workflow orchestration, integrations, and regulatory compliance. With a dedicated focus on best practices for implementing configuration management databases (CMDB), asset lifecycle automation, knowledge management, self-service, and analytics, readers are empowered to deliver exceptional service quality and value across distributed and global organizations.
Beyond technical implementation, "Effective IT Service Management with Freshservice" addresses strategic considerations such as governance, cost optimization, stakeholder engagement, and organizational alignment. It guides readers through scaling Freshservice practices in complex environments, future-proofing platform adoption, and fostering continual service innovation. Combining practical advice with expert-driven strategies, this book is an indispensable resource for anyone seeking to transform their ITSM function and harness the full power of Freshservice in the era of digital transformation.