John Boers of New Balance discusses Freshservice deployment and IT service transformation at Refresh 2026. Boers outlines their role as system administrator for Freshservice and details the team's approach to modernizing IT support and IT service management. They describe objectives such as improving employee experience and operational agility through rapid user-friendly tool deployment and broad cross-functional adoption. Bob Laliberte of theCUBE Research leads a conversation that covers Freshservice adoption, global service desk rollout, onboarding integration with Workday, automation, application programming interfaces and efforts to improve employee experience and operational agility. Key takeaways include the importance of rapid user-friendly deployment and cross-functional adoption. Boers reports Freshservice enables a global rollout and an automated onboarding module integrated with Workday that reduces manual tasks. They emphasize learning to use APIs and the value of partners such as Whitlock and vendor responsiveness from Freshworks. Laliberte highlights the promise of forthcoming artificial intelligence and agentic automation to free teams for more strategic work.