Freshservice Consulting Services by Cognigate
 

A service catalog is the foundation of effective ITSM. Cognigate designs service catalogs that:

 

• Use business language instead of technical jargon

• Clearly define request outcomes

• Include appropriate SLAs and approvals

• Route requests to the right teams automatically

 

This reduces confusion, improves fulfillment speed, and increases user satisfaction.

Cognigate configures Freshservice to support consistent, controlled, and transparent workflows across core ITSM processes.

 

This includes:

 

• Incident prioritization models

• Request fulfillment flows

• Problem management frameworks

• Risk-based change approval logic

 

Our focus is on reducing noise, improving predictability, and preventing recurring issues.

A CMDB is only valuable when it is trusted and used. Cognigate designs Freshservice CMDBs that are:

 

• Service-oriented rather than asset-centric

• Simple enough to maintain

• Integrated with incident and change workflows

• Supported by clear ownership and lifecycle rules

 

This enables accurate impact analysis and better decision making.

Freshservice provides powerful automation and AI capabilities. Cognigate helps clients apply these capabilities where they deliver real value, such as:

 

• Employee onboarding and offboarding

• Access and approval workflows

• SLA escalations

• Auto routing and categorization

 

Automation is introduced incrementally to ensure stability and adoption.

Cognigate ensures Freshservice becomes a living platform by establishing:

 

• Roles and responsibilities

• Governance models

• KPI dashboards

• Review cadences

 

This allows organizations to continuously improve IT service performance rather than treating ITSM as a one-time project.