Rise to the challenge: How do your service desk metrics compare?

Community HQ

Jun 29, 2022, 3:00 – 4:00 PM

Employee ExperienceFreshservice

About this event

“Where do you stand in your journey to modernizing service delivery?” is an important question that IT leaders and practitioners are expected to answer at all times.

The need to measure the performance of an IT organization using a set of quantifiable and measurable metrics becomes an essential step to achieving aspirational goals. As the fundamentals of IT Service Management are continuous improvement, organizations should continuously evaluate as they take a baseline of existing standards to bridge the gap between current processes and aspirational goals.

Join this interactive session with Stephen Mann and Subhashree Veeraraghavan as they uncover key insights from the Freshservice Service Management Benchmark Report 2022 (FBR 2022) and discuss the key performance indicators (KPIs) of IT Service Management that will help IT leaders to decide and act on what levers to pull, to deliver a delightful experience to employees and customers.

Key takeaways from this session:

  • Key metrics to measure service desk excellence
  • How peers across industries and countries perform
  • Core functionalities to improve employee experience and agent productivity
  • Future-proofing service management using scalable solutions


Date: Wednesday, June 29, 2022

Time: 11 am EST/ 8 am PST

Post questions for our speakers here


  • Stephen Mann


    Principal Analyst and Content Director

  • Subhashree Veeraraghavan


    Manager, Product Marketing