Modernising Service at Scale: Travis Perkins’ Journey from Freshservice and extending services beyond IT

Travis Perkins has transformed its service delivery by moving from a heavily customised legacy ITSM environment to Freshservice, improving visibility, fulfilment and employee experience. This session will explore their journey, including extending IT service management into HR and other business functions and adopting Freddy AI Copilot to support resolver teams at scale. Attendees will gain practical insight into lessons learned, challenges overcome, and the strategies that can be applied in other organisations.