On November 11, 2024, Freshworks, in association with CORE Media, hosted an exclusive Leaders Circle gathering in Kochi. The gathering brought together top Chief Information Officers (CIOs) to explore a critical challenge facing modern organizations: the transformation of IT Service Management (ITSM) into a strategic business enabler.
The event, set against the picturesque backdrop of Kochi's serene backwaters, coincided with the release of a groundbreaking Harvard Business Review Analytic Services report that unveils the current state of ITSM across enterprises. The research, sponsored by Freshworks, paints a compelling picture of the challenges and opportunities in IT service delivery.
Key findings from the May 2024 survey of 225 senior IT executives reveal a landscape ripe for transformation. A staggering 80% of respondents agree that improving ITSM would directly enhance employee satisfaction, while 68% acknowledge the increasing complexity of IT environments. Perhaps most tellingly, 62% believe that reducing ITSM complexity could be the catalyst for accelerated digital transformation.
The report highlights a stark reality: only 22% of organizations are effectively delivering IT service management. Major obstacles include internal silos, limited resources, and outdated practices that hinder organizational agility and innovation.
Shelton Rego, India Head at Freshworks, hosted the evening's discussions, providing a platform for CIOs to delve into these critical insights. The luxury cruise setting offered an ideal environment for candid conversations about reimagining IT service delivery.
The research underscores the pivotal role of modern ITSM strategies, particularly the integration of artificial intelligence. AI emerges as a game-changer, offering capabilities to streamline service requests, handle user inquiries more efficiently, and ultimately enhance overall employee experiences.
Key recommendations for ITSM transformation include:
- Adopting a strategic outlook on IT service management
- Securing stakeholder buy-in
- Implementing integrated ITSM platforms
- Preparing for organizational change
- Reimagining traditional IT roles and processes
- Embracing continuous feedback and iterative improvement
The Freshworks Leaders Circle exemplified the industry's growing recognition that ITSM is no longer just a support function, but a critical driver of business success. By bringing together top CIOs in an intimate, engaging setting, the gathering provided a unique opportunity to discuss these transformative insights.
As organizations continue to navigate increasingly complex digital landscapes, the message is clear: ITSM must evolve from a back-office operation to a strategic business partner, powered by innovation, AI, and a forward-thinking approach.
The evening concluded with networking over cocktails and dinner, allowing leaders to continue their discussions against the backdrop of Kochi's stunning backwaters – a fitting metaphor for the fluid, adaptive nature of modern IT service management.