Freshservice; delivered by practitioners, not just implementers

Waterstons is a Freshservice partner and authorised Freshservice reseller, delivering IT service management outcomes for organisations that need more than just a tool configuration. Freshservice is part of our own IT infrastructure, and Managed Service Provider (MSP) offering, used across multiple departments within Waterstons. This means our consultants, service teams, and operational leaders understand Freshservice end-to-end: from configuration and governance to day-to-day service delivery and continuous improvement. The result is pragmatic, adoptable ITSM that works in the real world.

Why Waterstons for Freshservice?

We use Freshservice to underpin our own internal operations and managed services, so we know it very well! We understand the realities of live environments, from ticket volumes and SLA pressure, to reporting accuracy, automation trade-offs, and governance that actually scales. 

Partner and reseller, with no lock-in 

As a reseller, we can supply Freshservice licences - and as a services partner, we can implement, optimise, and support the platform. You can engage us for one or both, but either way, we keep it modular and transparent. 

Partner with us today
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Business-wide service management experience

Our experience goes far beyond just implementing IT - we help organisations extend Freshservice into enterprise service management (ESM) use cases such as HR, facilities, security and finance without overcomplicating the platform. 

We design and optimise Freshservice around measurable outcomes such as reduced ticket backlogs, improved SLA attainment, faster request fulfilment, increased self-service and knowledge deflection, and improved end-user service perception. 

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Our Freshservice offerings

ITSM platform creation

Your service foundation, built properly 

We design and implement Freshservice in alignment with your operating model and maturity level, including: 

  • Incident, request, problem, and change management 
  • Long-term usability, not short-term delivery
  • Clean data structures and maintainable configuration 
  • Reporting, dashboards, and governance 
  • Asset and CMDB configuration 
  • Service catalogue and request fulfilment.
User portal UI & UX design

Self-service that people actually use 

Intuitive, user-centric portals that reduce friction and ticket volume that:

  • Generate resolution, reduced demand on the service desk, and higher satisfaction. 
  • Improve findability and navigation 
  • Optimise knowledge base experience  
  • Create clear request forms and workflows.
ITOM Workshop

Practical insight, not shelfware 

Our ITOM workshop helps you identify where operational management can be streamlined using Freshservice capabilities.

We focus on: 

  • Asset management and lifecycle visibility 
  • Providing clarity on where ITOM adds value - and where it doesn't
  • Operational pain points and efficiency gaps 
  • Standard changes and automation opportunities 
  • Monitoring and event-to-incident alignment.
AI & automation

Smarter service, less manual effort 

We help you apply Freshservice automation and AI capabilities pragmatically through: 

  • Automated triage, routing, and fulfilment 
  • Targeting resilience and efficiency, not complexity 
  • Insight without brittle rule sets 
  • Improved consistency and response quality 
  • Reduction of repetitive, low-value tasks.
Training

Confidence across teams, not just admins 

We deliver hands-on, role-based training for agents and service desk teams, process owners, stakeholders and platform administrators.

Training covers fundamentals through to advanced features, enabling teams to operate independently and effectively. 

Support

From advisory to managed service 

We provide ongoing Freshservice support tailored to your needs, including: 

  • Configuration and admin support, delivered as retained support or as part of a managed service model
  • Continuous service improvement 
  • Enhancement backlog management 
  • Governance and reporting. 

 

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ITSM Health Check

A fast, structured snapshot of your ITSM health

Designed to deliver tangible value in under a week, our ITSM Health Check helps you understand where you stand today and where to focus next. 

What you receive 

  • ITSM Health Check report 
    Clear findings, risks, and improvement opportunities 

  • Maturity heatmap 
    Visual view of maturity across key ITSM practices 

  • Top 5 recommendations 
    Ranked by impact vs effort, with quick wins highlighted 

  • Optional follow-up roadmap session 
    To prioritise improvements and plan next steps. 

We can also provide a simple ITSM Help Check at the end, quick actions and immediate fixes with minimal effort.
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Who it’s for?

  • IT Managers and Heads of Service benchmarking ITSM maturity 

  • Organisations considering ITSM tool changes or Freshservice upgrades 

  • Teams experiencing: 

SLA breaches 

Ticket backlogs 

Poor service perception or adoption issues.

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How it works (3–5 working days)

1. Kick-off session (30 minutes): Scope, objectives, stakeholders, and access 

 

2. Structured review: Processes, workflows, catalogue, knowledge, reporting, governance 

 

3. Assessment and heatmap creation: Evidence-based maturity scoring 

 

4. Recommendations development: Top 5 actions ranked by impact and effort 

 

5. Readout session: Findings walkthrough and optional roadmap discussion 

 

Book your ITSM Health Check today!

In under a week, you’ll know how your ITSM really stacks up and where to focus for maximum impact.

Book now
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