In today’s fast-evolving digital landscape, CIOs are under increasing pressure to enhance service management efficiency while delivering seamless employee experiences. With AI and automation at the forefront of IT transformation, organizations are redefining their service strategies to drive business growth.
In a knowledge exchange session, curated by CORE Media in association with Freshworks, CIOs and digital leaders explored how modern IT service management, powered by AI and automation, is transforming IT from a support function into a strategic powerhouse that drives innovation, enhances employee experiences, and accelerates business growth.
Anoop Mathur, Founder, CORE Media, Shelton Rego, Vice President & Managing Director India, Freshworks, Mohit Patle, Sr. Director & India Business Head, Freshworks, and Vish Mehta, Senior Product Manager, Freshworks, shared their perspectives on how modern ITSM is evolving into a strategic enabler.
Some of the key points highlighted by CIOs and digital leaders who attended the discussion were:
- AI-Driven ITSM for Business Agility
CIOs explored how AI-powered service management solutions are streamlining IT operations, reducing response times, and improving service delivery. The discussion highlighted how predictive analytics and automation are enhancing problem resolution and minimizing downtime. - Employee Experience as a Competitive Edge
The roundtable also emphasized that ITSM is no longer just about operational efficiency—it directly impacts employee productivity and satisfaction. Leaders shared strategies for leveraging AI-driven self-service tools, chatbots, and intuitive workflows to create a seamless IT support experience. - The Strategic Role of IT in Business Growth
With IT moving beyond a support function, CIOs discussed how service management frameworks can align with broader business goals. The conversation delved into how organizations are leveraging ITSM as a catalyst for digital transformation, ensuring scalability, compliance, and innovation.
