IT service management (ITSM) stories

Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.

Hybrid IT sprawl is driving “structural stress” for sysadmins as security risks rise, responsibilities grow and control over tools shrinks.

UK CIOs accelerate AI rollouts despite misaligned strategies, skills shortages and widening governance gaps, new research reveals.

HPE revamps Complete Care Service into a unified, AI-powered support model to simplify hybrid IT, bridge silos and scale enterprise AI.

1Kosmos adds embedded identity checks to ServiceNow AI workflows to curb social engineering in high-risk service desk interactions.

Keeper launches native Jira integrations to tie security incident workflows directly to privileged access approvals while retaining zero-knowledge controls.

TeamViewer has expanded its integration with Microsoft Intune, adding new remote support capabilities aimed at streamlining IT workflows and strengthening security.

Companies racing to adopt AI risk eroding margins unless they build mature, deliberately designed operations to control cost and complexity.

UpGuard debuts Risk Automations to link cyber risk findings with security workflows, promising faster fixes after USD $75 million raise.

TCS and Zscaler launch an AI-powered zero trust workspace platform blending security, observability and experience analytics for enterprises.

Atlassian launches Jira AI agents with MCP support, embedding governed automation in existing workflows rather than separate chat tools.

Contrast links its sensors with ServiceNow workflows to sync app and API risk data, aiming to cut false positives and speed remediation.

Sweep debuts Multi-Org Agent to map complex Salesforce estates, cutting analysis from months to days and easing consolidation and AI rollout.

GitLab expands its MSP partner programme to deliver agentic AI-powered DevSecOps as a managed service with strict data sovereignty controls.

ServiceNow debuts Autonomous Workforce and EmployeeWorks, promising AI “specialists” that autonomously resolve most employee IT requests.

ServiceNow launches Autonomous Workforce and EmployeeWorks, pairing AI “specialists” with chat-based support to automate routine workplace tasks.

Most big firms use AI, yet only 12% run truly continuous AI-led IT operations, missing speed, security and architecture gains.

ManageEngine injects causal and autonomous AI into Site24x7 to cut alert noise, speed root-cause analysis and automate incident remediation.

CompTIA unveils AI Help Desk Essentials course to train frontline IT support teams in safe, effective use of generative AI chatbots.

New Relic launches an agentic AI platform and SRE Agent to shift observability from reactive monitoring to automated incident resolution.