Forrester names Freshworks a ‘Strong Performer’ in the 2021 Enterprise Service Management (ESM) evaluation

Enterprise Service Management (ESM) has time and again proven that many of ITSM’s best practices have applicability beyond IT. The global pandemic and the corporate need for digital workflow enablements have accelerated the growth of companies adopting ESM in 2021. Wider adoption of the technology continues to be imminent as organizations pursue to extend the core IT service desk practices to other lines of business.

The recently released  Forrester Wave™: Enterprise Service Management, Q4 2021, report evaluates the 15 most significant enterprise service management (ESM) providers across 22 criteria. Freshworks is proud to be recognized as a Strong Performer in this category. This recognition comes on the heels of Freshworks being ranked among Strong Performers in the 2020 New Wave: Chatbots for IT Operations

In its profile of Freshworks, Forrester notes Freshworks’ ITSM suite Freshservice is an easy to leverage tool with a user-friendly UI. 

According to Forrester, “Freshworks has invested significantly into making the tool easy to leverage. Its biggest strengths include its ecosystem, allowing customers to fill capability gaps in their organization rapidly. With more than 2,000 listings, the Freshservice marketplace is among the largest. Additionally, the platforms are known for their end-user-friendly UI. Reference customers found quick acceleration from trialing the tool to leveraging it for all its features, with little outside assistance.”

We believe, adopting a right-sized, intelligent, and extensible single unified platform for all service requests, organizations can improve efficiency and visibility and deliver a best-in-class service experience to their employees. Our approach to ESM ensures you gain:   

  • Faster time-to-value – By extending your ITSM to your other departments, you can quickly deploy and extend your implementation and get new departments onboarded quickly to use the solution.
  • Effective cross-functional collaboration – Collaborate effectively while managing restricted access to sensitive data across different departments. 
  • Unified employee experiences – Your employees can use the channel of their choice (support portal, slack, or MS Teams) for all their service requests around IT, HR, or Finance, get instant support and resolution for all their issues in a unified manner.
  • Powerful automation at scale – Automate repetitive workflows inside each department and set up pre-defined approval workflows for low touch resolution.
  • One enterprise-grade solution for all your departmental needs – With one enterprise-grade solution, you can partner with one vendor for all your service management needs.

Forrester’s recognition is a validation of our commitment to building solutions that makes it easy to get work done. We thank our customers and partners for being with us on this journey.

You can download a complimentary copy of The Forrester New Wave™: Enterprise Service Management Q4 2021 report to learn more about our position as a Strong Performer.

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