Freshservice and the Rise of Enterprise Service Management

Introduction

Enterprise service management has quietly moved from the margins of IT into the center of how organizations operate.

What was once viewed as a technical service desk is now a critical system that reflects how work flows, how friction appears, and how responsive an organization truly is. Platforms like Freshservice no longer support operations in isolation. They shape them.

This shift is especially visible in large enterprises, government entities, and shared services organizations, where employee experience, service reliability, and operational transparency are no longer optional.

What Leading Consulting Firms Have Observed

Global consulting firms have been consistent in their assessment of service management’s expanding role.

Gartner has repeatedly stated that IT service management platforms are evolving into enterprise platforms, supporting functions well beyond IT, including HR, facilities, finance, and shared services.

Deloitte emphasizes that employee experience is increasingly defined by how services are delivered internally, not just by external digital channels.

PwC highlights that operational data generated through service interactions is one of the most underused sources of insight for leadership decision making.

The implication is clear. Service management is no longer a support function. It is an operational lens.

Freshservice as an Enterprise Service Management Platform

Freshservice, developed by Freshworks, represents this evolution clearly.

While commonly introduced as an IT service management solution, Freshservice increasingly operates as a shared enterprise platform supporting

Employee onboarding and offboarding

Internal service requests across departments

Asset and change management

Knowledge management and self service

Operational reporting and visibility

Every interaction captured in Freshservice reflects how work actually moves through the organization. This makes it more than a ticketing system. It becomes a living record of demand, response, and resolution.

Why Enterprise Service Management Matters Now

Organizations today face a common challenge. Strategy is clear, but execution feels slower than expected.

Enterprise service management addresses this gap by

Reducing hidden manual work

Making service demand visible

Highlighting bottlenecks and recurring issues

Creating accountability through ownership and workflows

When service management is implemented well, leaders gain clarity on where effort is being absorbed and where improvement will have the greatest impact.

Without this visibility, operational friction remains anecdotal rather than measurable.

Employee Experience Is an Operational Outcome

One of the most important shifts in enterprise service management is its impact on employee experience.

Employees judge systems less by features and more by outcomes

How fast requests are resolved

How predictable processes feel

How often they need to follow up

Freshservice directly influences these perceptions. Poorly designed workflows create frustration. Well designed ones create trust.

This is why many organizations now treat Freshservice as part of their employee experience strategy, not just their IT landscape.

A Consultative View on Implementation

A common mistake organizations make is treating service management as a configuration exercise.

A consultative approach starts differently

What services matter most to employees

Which interactions create the most friction

What leaders need to see to make decisions

Only then should workflows, automation, and reporting be designed. This mirrors how large consulting firms approach enterprise platforms, focusing first on operating models, then on tools.

What This Means for Leadership

When Freshservice is positioned as an enterprise service management platform

Service data becomes management data

Operational discussions become evidence based

Continuous improvement becomes measurable

Leaders gain confidence that what they see reflects reality, not assumptions.

The Takeaway

Enterprise service management is no longer an IT concern. It is an operating capability.

Freshservice plays a central role in how modern organizations manage internal demand, support employees, and surface operational insight. When treated as an enterprise platform rather than a service desk, it becomes a foundation for better execution, stronger accountability, and improved experience.