FreshService ITSM Implementation

Key Achievements:

• ITSM Platform Deployment: Led the deployment and configuration of FreshService as the central IT service management platform, ensuring a smooth transition with minimal disruption to operations.
• Ticketing System Setup: Configured FreshService to manage and prioritize IT support requests, creating custom categories, automating assignments, and providing user-friendly portals for employees to submit and track issues.
• Workflow Automation: Developed automated workflows for key IT processes like incident, change management, and request fulfillment, reducing manual intervention, streamlining resolutions, and ensuring adherence to procedures.
• SLA Management: Established service level agreements (SLAs) for various service categories, ensuring tickets were addressed within predefined timeframes. Configured automated escalations and notifications to prevent SLA breaches and maintain service standards.
• Project Management Integration: Integrated project management features, enabling the IT team to manage timelines, assign tasks, track progress, and manage resources efficiently, improving collaboration and transparency.
• Custom Reporting & Analytics: Configured reports and dashboards to provide real-time insights into IT performance, ticket resolution times, SLA compliance, and workload distribution, helping identify bottlenecks and improve support effectiveness.
• Training & Documentation: Delivered training for IT staff on managing tickets, workflows, and projects within FreshService, while developing user guides and admin documentation to ensure proper system use.
• Improved Efficiency & User Experience: Reduced manual tasks, improved resolution times, and provided clear project visibility. SLAs ensured consistent service, boosting user satisfaction and trust in IT operations.