My TechDecisions Podcast Episode 158: How IT’s Role Has Changed

Chad Haftorson, senior director of product management at Freshworks, joins the podcast to talk about how IT’s role has changed from supporting the business to helping drive innovation.

IT has historically been chagred with keeping the lights on, but there has been a transition from IT helping to run the business to helping to grow the business, Haftorson says.

Haftorson also touches on the importance of the employee experience, new ways of onboarding employees, the consumerization of IT, impacts of hybrid work and how CIOs can tackle the great resignation and find and retain IT talent.

The interview comes just months after Freshworks announced it is moving deeper into the IT operations management market with new capabilities to its Freshservice IT service desk platform designed to help IT and engineering teams respond to incidents and reduce downtime.

The new Freshservice capabilities aim to unify incident response management with AI-enhanced alerting to help businesses anticipate service disruption and minimize impact, the company says.

Freshworks’ upgraded capabilities of the Freshservice platform are designed to help IT teams in organizations of any size focus on fixing the underlying problem rather than spending hours spotting critical alerts and creating or routing tickets, the company says.

The new platform includes on-call management to help IT teams immediately respond to incidents and kickstart collaboration between IT teams and devops to prevent service outages. Freshworks also added automated alert grouping to the platform that leverages machine learning to help identify the most pressing issues first and minimize business impact.

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