Freshservice Service Management Benchmark Report - Annual Report 2023

The current economic pressures have challenged business leaders to drive efficiency and maximize return on their digital investments. Business leaders rely on technology leaders for growth, service experience, and optimization of tools and processes.

There is increased pressure on CIOs to drive digital transformation, adopt intelligence tools, and deliver with fewer resources. Yet, eight out of ten IT organizations overspend on IT service management (ITSM) platform subscriptions by more than 50% of their contract value as they purchase functions that their organizations don’t need.

Similar to the challenges faced during COVID-19, this is another ‘moment that matters' situation for technology leaders to demonstrate their business acumen. Accelerating business growth, and improving service experience for both customers and employees begins with having the right tools and technologies in place. The time is now to cut down on bloatware and embrace software solutions that are right and work for the business.