Launching Freshservice? Don't go it alone.
Freshservice from Kickoff to Hypercare walks you step-by-step through planning, configuring, and launching Freshservice the right way—from intake interviews and CMDB design to agent training and post-launch hypercare.
Whether you're leading your first implementation or refining your internal playbook, this practical field manual combines ITIL best practices with tactical how-to content built around real Freshservice deployments.
Understanding 'Kickoff to Hypercare'
By examining best practices and lessons learned, 'Kickoff to Hypercare' lays the groundwork for sustainable service management and fosters a culture of continuous improvement. The strategies discussed not only enhance knowledge transfer but also empower teams to deliver exemplary service, ultimately leading to heightened customer satisfaction and operational excellence.
From discovery to dashboards, this book is your hands-on guide to launching Freshservice with confidence, clarity, and long-term success
The 'Kickoff to Hypercare' is a pivotal component in the rollout of Freshservice solutions, designed to ensure a smooth transition from implementation to operational stability. This phase is critical for organizations aiming to maximize their investment in service management technology. Through structured guidance and support, businesses can effectively address any teething issues, ensuring that end-users are prepared and confident.
Unlock the Power of Freshservice Mastery
Real-World Success Stories and Strategies
What You’ll Learn:
How to conduct discovery workshops and gather intake data from stakeholders
Building out a service catalog and defining ticket categories and SLA logic
Automating ticket workflows with the Workflow Automator
Integrating Freshservice with HRIS, ERP, and identity providers
Setting up portals, approvals, roles, and CMDB relationships
Planning go-live and running a high-touch Hypercare phase
Driving long-term value through reporting, governance, and continual improvement
What's inside & Who it's for
What's Inside:
20+ real-world tasks with detailed walkthroughs
Over a dozen appendices full of templates, checklists, and planning tools
ITIL v4 tie-ins across each phase of the implementation lifecycle
Deep Freddy AI guidance: Copilot, Assist, and Insights use cases
Agent training content, onboarding materials, UAT sign-offs, and more
Who It's For:
IT Service Desk Managers
Implementation Consultants
Internal IT Teams rolling out Freshservice
Anyone tasked with building out Freshservice from scratch or revamping an underperforming instance