Waterstons is a Freshservice partner and authorised reseller
Whether you need licences, implementation, optimisation, or all three, we've got it covered.
Delivered by practitioners: not just implementers
We use Freshservice to run our own IT operations and MSP offering. Our consultants, service teams, and operational leaders use it every day, across multiple departments. We know what it looks like under real pressure: ticket volumes, SLA stress, reporting accuracy, automation trade-offs, and governance that has to scale.
That's what you get when you bring us in. Not a textbook implementation. But ITSM that actually sticks.
Partner and reseller, with no lock-in
We supply licences, and we deliver services around them. You can come to us for one or both. Either way, it's modular and transparent.
Business-wide service management experience
Our experience goes beyond IT. We help organisations roll out Freshservice to HR, facilities, security, and finance teams too. Same platform. No unnecessary complexity added.
We design and optimise around outcomes you can actually measure:
- Fewer tickets in the backlog
- SLAs met, not just tracked
- Requests fulfilled faster
- More self-service, less noise
- User feedback
Our Freshservice services
- ITSM platform creation
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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
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Self-service that people actually use
Intuitive, user-centric portals that reduce friction and take pressure off the service desk:
- More resolutions without agent involvement.
- Better findability and navigation
- A knowledge base people actually search
- Clear request forms and workflows.
- ITOM Workshop
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Practical insight, not shelfware
Our ITOM workshop helps you work out where operational management can be streamlined using Freshservice.
We focus on:
- Asset management and lifecycle visibility
- 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
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Smarter service, less manual effort
We help you apply Freshservice automation and AI pragmatically, focusing on resilience and efficiency rather than complexity for its own sake:
- Automated triage, routing, and fulfilment
- Improved consistency and response quality
- Insight without brittle rule sets
- Reduction of repetitive, low-value tasks.
- Training
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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
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From advisory to managed service
Ongoing Freshservice support tailored to your needs:
- Configuration and admin support, retained or managed service
- Continuous service improvement
- Enhancement backlog management
- Governance and reporting.
Service spotlight: ITSM Health Check
Designed to deliver tangible value in under a week, our health check helps you understand where you are today and where to focus next.
- What you receive
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- 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.
- Who it’s for?
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- 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.
- How it works (in 3–5 working days)
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- Kick-off session (30 minutes): Scope, objectives, stakeholders, and access
- Structured review: Processes, workflows, catalogue, knowledge, reporting, governance
- Assessment and heatmap creation: Evidence-based maturity scoring
- Recommendations development: Top 5 actions ranked by impact and effort
- Readout session: Findings walkthrough and optional roadmap discussion
In under a week, you’ll know how your ITSM really stacks up, and where to focus for maximum impact. Contact us to get started.