Service management stories

HCLSoftware has introduced a BigFix Secure Resilient Operations model with Agentic AI to unify IT and security on a single cloud-native platform.

Keeper links its identity and privileged access alerts into ServiceNow, giving security teams real-time, centralised incident response.

Accenture and Snowflake form a 5,000-strong AI data unit for enterprises, with Caterpillar among early clients and a new global CoE planned.

Firms that embed AI in digital workplace tools are twice as likely to beat revenue goals, as gaps widen with slower-moving rivals.

Expereo wins global deal to unify Kingspan Light, Air + Water’s network across 100 sites, replacing fragmented local connectivity setups.

ControlUp named a 2025 Gartner Customers’ Choice for DEX tools, scoring 4.8/5 with 94% of customers willing to recommend its platform.

Radiant Logic launches AI-driven RadiantOne platform update, enhancing identity security with real-time remediation and continuous risk monitoring across systems.

CGI and Freshworks partner to provide AI-driven service tools targeting UK mid-market and public sectors, focusing initially on education and policing.

Orient Technologies has launched a new Turbe centre in Navi Mumbai, featuring AI-powered SOC and NOC to enhance 24/7 IT monitoring and cybersecurity services.

Atlassian’s cloud apps, including Jira and Confluence, are now globally available on AWS Marketplace, streamlining enterprise procurement across 150+ countries.

Westcon-Comstor has partnered with Ivanti to distribute its IT and security software across New Zealand, enhancing offerings for local channel partners.

Freshworks unveils Freshservice for Business Teams as a standalone platform, enabling HR, Finance and Legal to independently manage internal workflows.

AI is evolving beyond ERP and CRM tools to become the operational backbone, integrating systems and automating workflows across organisations by 2026.

OpenText has launched the AI Data Platform to securely unify and manage enterprise data, enhancing AI accuracy and integration across industries.

Allett Mowers has adopted Infor CloudSuite Industrial cloud ERP, cutting order lead times from 12 to four weeks while boosting productivity and customer service.

monday.com leads the 2025 Gartner Magic Quadrant for Collaborative Work Management, topping both vision and execution for the first time.

Deskpro unveils AI help desk tailored for regulated sectors, enabling on-premise deployment to meet strict data sovereignty and compliance needs.

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

The 2025 refresh of the global SIAM Body of Knowledge adds AI, skills, and guidance to help organisations manage complex, multi-vendor service ecosystems effectively.

DXC Technology launches Xponential, a framework designed to help global enterprises accelerate and scale AI adoption with security and governance integrated.