An ITSM practitioner reads 12 months of your Freshservice data — workspace configuration, categories, service catalogue, SLAs — finds what's driving the time up, and hands you a prioritised 90-day plan. Fully supported: automated engine scan, free readiness scan, and human audit.
Service Desk Performance Audit · £995 (founding rate £750) · delivered inside a week
Freddy AI readiness
Freddy AI is only as good as the data underneath it. The audit tells you exactly what it will find.
The problem
Categories multiply, the knowledge base goes stale, catalogue items stop matching real demand, and routing quietly becomes manual — one reasonable decision at a time, over years. Your workspace is telling you where the time goes; the audit does the reading and comes back with the causes and the plan.
Dozens of categories, most tickets landing in a handful
A knowledge base that no longer deflects
Thin or duplicate canned responses and catalogue items
Manual assignment where Dispatch'r rules should route
SLAs that don't map cleanly to priorities
Freddy AI underdelivering on messy underlying data
What you get
The framework is platform-agnostic — the seven dimensions apply whether your desk runs on Freshservice, Zendesk or ServiceNow. Only the field names change.
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your configuration and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
A 5-minute, read-only scan of your Freshservice configuration, scored across the same seven dimensions the full audit uses. No card, nothing stored — a quick health check before you book.
Run the free scanFAQ
Other platforms
Twelve months of your data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.