List of Freshservice ITAM Customers
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United States
Since 2010, our global team of researchers has been studying Freshservice ITAM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Freshservice ITAM for Software Asset Management (SAM), IT Asset Management (ITAM), SaaS Spend Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Freshservice ITAM for Software Asset Management (SAM), IT Asset Management (ITAM), SaaS Spend Management include: Bracknell Forest Council, a United Kingdom based Government organisation with 4000 employees and revenues of $876.0 million, Spie Netherlands, a Netherlands based Construction and Real Estate organisation with 4300 employees and revenues of $500.0 million, Nexamp, Inc, a United States based Construction and Real Estate organisation with 350 employees and revenues of $70.0 million, Selwood Housing, a United Kingdom based Professional Services organisation with 300 employees and revenues of $35.0 million and many others.
Contact us if you need a completed and verified list of companies using Freshservice ITAM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Freshservice ITAM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bracknell Forest Council | Government | 4000 | $876M | United Kingdom | Freshworks | Freshservice ITAM | Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management | 2019 | n/a |
In 2019 Bracknell Forest Council implemented Freshservice ITAM as a centralized service management and asset management platform. The deployment addressed Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management requirements while serving both IT service management and broader enterprise service management use cases across council departments.
The rollout followed a big bang approach and targeted two primary use cases, IT service management for IT teams and enterprise service management for marketing, HR, finance and facilities. Sixty five agents were onboarded and the support portal was customized and branded as Toto, with self service catalogues and ticket forms configured to reduce agent workload and simplify use for non technical teams.
Operational changes included automated ticket assignment rules that route incoming requests to the right agent, and an opt out configuration that allows agents to decline automatic assignment to manage workload. The ITAM capabilities implemented focused on discovery, asset tracking and lifecycle management to improve identification of problematic assets and speed up repairs. End user channels shifted from email and phone to the portal, and over 76 percent of tickets are now raised via self service.
Governance and adoption activities were formalized with a dedicated communications team, email campaigns and educational posters to drive awareness and reduce reliance on traditional channels. The council completed ideation to implementation within six months, and configured SLA monitoring such that the organization now meets 91 percent of SLAs while reducing manual intervention in ticket routing.
Bracknell Forest Council plans further expansion of Freshservice capabilities, including providing live chat through Freshchat, extending additional business and support functions into Freshservice, and maintaining a central contract repository with the Freshservice contract management module. Freshservice ITAM now serves as the unified help desk and asset repository foundation for the council, improving cross functional visibility and case routing across sites and services.
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Nexamp, Inc | Construction and Real Estate | 350 | $70M | United States | Freshworks | Freshservice ITAM | Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management | 2021 | n/a |
In 2021, Nexamp, Inc implemented Freshservice ITAM as its Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management solution. The deployment targeted help desk and infrastructure operations to centralize inventory visibility and service request handling within the company.
Freshservice ITAM was configured with workflow automation capabilities, leveraging Workflow Automator, Supervisor, and Scenario Automations to surface accurate inventory information and to automate common help desk processes. The Freshservice ITAM implementation emphasized inventory display and stock level tracking to avoid part shortage holds, while automations and supervisor controls were used to orchestrate queue routing and task escalation for over 250 active requests.
Operational coverage included help desk agents and infrastructure technicians providing remote support for off site users, using tools such as TeamViewer, LogMeIn, and Windows RDP alongside the Freshservice ITAM instance. Governance was structured through scenario automations and supervisor oversight to standardize workflows, improve data capture for assets, and facilitate growth by enabling consistent tracking of parts, requests, and resolution workflows.
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Selwood Housing | Professional Services | 300 | $35M | United Kingdom | Freshworks | Freshservice ITAM | Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management | 2019 | n/a |
In 2019 Selwood Housing implemented Freshservice ITAM as part of a Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management initiative to simplify IT service management across a 300 person organization managing 5000+ rental properties. Prior to the implementation the organization operated an internal team coordinating with a third party service provider and an externally hosted service desk, which contributed to high resolution times and low employee adoption of the service desk.
The deployment emphasized Freshservice ITAM core capabilities, using smart ticketing to configure automated workflows for ticket inflow and multichannel integration to broaden end user access to support. The team configured SLAs and monitoring on the service desk, and then prioritized enabling Change Management and Asset Management modules, leveraging the CMDB for configuration visibility and planning.
Integrations focused on simplifying multi vendor interactions through Freshservice ITAM add ons and multichannel touchpoints rather than replacing named external systems. Operational coverage centered on the internal IT team and organization wide system change planning, with the CMDB used to assess and develop contingencies for infrastructure and application changes.
Governance and process changes included establishing an in house IT team, configuring SLA driven workflows, and progressively rolling out Asset Management and Change Management modules to improve incident capture and change planning. Explicit outcomes reported included increased service desk usage, longstanding issues being logged, more proactive issue resolution and reduced resolution times after Freshservice ITAM was brought into service.
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Construction and Real Estate | 4300 | $500M | Netherlands | Freshworks | Freshservice ITAM | Software Asset Management (SAM),IT Asset Management (ITAM),SaaS Spend Management | 2020 | n/a |
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