As enterprises modernize IT service management, many are finding that large legacy platforms have become too expensive, too fragmented, and too complex to support the pace of business growth. Escalating renewal costs, disconnected tools, manual workflows, and limited adoption of AI-enabled capabilities can all create operational drag, making service delivery slower and harder to scale.
To address these challenges, organizations need service management platforms that unify ITSM, asset management, automation, AI-assisted resolution, and cross-functional workflows without adding unnecessary complexity or cost. Freshservice by Freshworks is designed to help enterprises streamline service operations, improve agent productivity, reduce platform costs, and extend service management beyond IT into functions such as HR, finance, facilities, and security.
In our latest BEV Report, The Business Economic Value of Freshservice by Freshworks, completed in partnership with Freshworks, Futurum Research examines the financial and operational impact of migrating from large legacy ITSM platforms to Freshservice. Based on interviews with four enterprise customers, proprietary Futurum Research data, and enterprise customer review data from G2, the study found that Freshservice delivered measurable value through lower platform costs, improved staff efficiency, AI-enabled productivity, and greater scalability for service growth.
In this report, you will learn:
- How enterprises reduced direct platform costs and consolidated fragmented ITSM tool landscapes
- How Freddy AI Copilot, automation, and self-service improved agent productivity and resolution efficiency
- How Freshservice supported service growth without proportional increases in headcount or operating cost
- Why organizations viewed Freshservice’s all-inclusive licensing model as a simpler and more predictable alternative to legacy platforms
- Recommendations for building a stronger business case and maximizing value from a Freshservice deployment
If you are interested in learning more, be sure to download your copy of The Business Economic Value of Freshservice by Freshworks today.
Author Information
Don is the Research Director of the Business Economic Value service at The Futurum Group. He guides end-to-end engagements, from designing financial models and conducting research to delivering client-ready BEV deliverables.
Before joining Futurum, Don held senior leadership roles at HFS Research and IDC, where he built and scaled consulting programs, led TEV engagements, and provided strategic advisory council to Fortune 500 clients. With over twenty-five years of experience in consulting, market research, and business impact analysis, he has helped organizations address complex business challenges by translating data-driven insights into actionable strategies.
Don holds an MBA specializing in Market Research and a Bachelor of Science in Marketing Management from Boston University.
