Freshservice is the go-to ITSM tool for Formalizing an IT Department

We use Freshservice as our main ticketing system for IT related issues and onboarding new hires. This product addresses a few issues in our IT department such as productivity, tracking, and reporting. Before Freshservice, our company did not use any type of ticketing system. All 'tickets' were addressed through email, teams, phone, or in person. Once we introduced this solution, our medium sized IT department was able to address tickets more efficiently between our Application Team and our Infrastructure Team. We have also expanded the use of Freshservice to include HR and Training so we can more efficiently onboard new hires. This process is automated and has contributed greatly to the success of our new hire program. Overall, this product has contributed to the continual improvement of our IT department.