Case Study: RPS Group achieves streamlined global IT support and improved SLA visibility with Freshservice

RPS Group makes efficiency improvements as it streamlines Technology Global Service support through Freshworks’ ITSM suite

RPS Group, a global professional services firm of about 5,000 employees operating in 125 countries, needed to modernize its IT support after discovering an ageing, in‑house ITSM platform that was slow, non‑intuitive and lacked a CMDB, service catalog and consistent ITIL processes. The Global Service Desk needed multi‑channel access, better visibility and ownership of requests, analytics to drive improvements, and a solution that would break down knowledge silos and standardize SLAs across regions.

After evaluating four products, RPS selected Freshservice for its ease of implementation, usability and support, and rolled it out across North America, Europe and APAC with communications and training to drive adoption. The implementation delivered organization‑wide ITSM processes, a populated service catalog and knowledge base, faster incident handling and SLA tracking, and global visibility of services and assets; RPS now plans to add Event and Change management and integrate ITOps tools for automated alert management.

RPS Group

Pablo Treber

Service Delivery Director of Global Service Desk