2025- Present / FRESHSERVICE / ITAM - ITOM- ITIM

SaaSifying Device42

Our journey toward a unified, cloud-native IT asset and infrastructure management platform built for enterprise scale.

/ ABOUT Freshservice

Freshservice is an IT service management (ITSM) platform by Freshworks that helps organizations streamline their internal IT operations. It enables IT teams to manage incidents, service requests, changes, and asset management, and also extends to non-IT teams for employee service delivery.

/ Context

In June 2024, Freshworks completed the acquisition of Device42, marking a pivotal step toward expanding Freshservice’s footprint in the IT Asset Management (ITAM) space. This was a high-impact, cross-functional initiative aimed at enhancing Freshservice’s enterprise capabilities. The broader project focused on delivering strategic product integration by transforming Device42 from a legacy on-prem solution into a scalable, SaaS-native platform.

/ PROBLEM

IT admins had to operate two disconnected products — one SaaS, one on-prem — with different UX languages, different data models, and no unified view of their asset landscape.

/ Why this problem was critical to solve

  • Device42's $42M ARR was locked in on-prem — a shrinking model with no upsell path

  • Freshservice's basic ITAM couldn't compete with enterprise-grade solutions

  • A disjointed two-product experience was a barrier to closing mid-market and enterprise deals

  • Competitors like ServiceNow offered fully unified, cloud-native ITAM out of the box

  • Unifying both products is the key growth lever on the path from $400M to $1B ARR

/ Pain Points

  • Had to maintain two separate logins — one SaaS, one on-prem — with no unified entry point

  • Asset data didn't sync automatically — manual reconciliation led to errors and blind spots

  • Device42 and Freshservice spoke completely different UX languages — different terminology, different flows, different visual systems

  • No single view of their asset landscape — inventory, software, contracts lived in disconnected places

/ Role and impact

Leading the design unification of Device42 into Freshservice — Freshworks' largest acquisition to date — as part of a cross-functional initiative spanning 15+ PMs across global locations.


Owning the end-to-end design for Hardware Asset Management (HAM), Purchase Orders, Contracts, and Admin & Discovery Configuration — ensuring these modules are ported with integrity, made consistent with Freshservice's design system, and rebuilt natively for cloud.

Facilitating alignment workshops across product, engineering, and design to establish a shared vision for what one unified ITAM platform looks and feels like.


This initiative is a critical growth lever in Freshservice's journey to scale from $400M to $1B in ARR by H2 2026, by enabling enterprise-grade asset discovery and eliminating the friction of a two-product experience.

/ Final design