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For decades, IT Service Management (ITSM) was a necessary evil—functional but frustrating. Complex, clunky systems. Long queues. Legacy platforms that looked like they belonged in a museum.
But Andrew Phillips, ANZ Country Manager and Vice-President of Freshworks, believes that in 2025, the tide has finally turned.
"Just ask any user or business leader about raising a ticket and you'll get an eye roll," says Phillips.
