Enterprise Service Management Stories

Global Stories

Enterprise Service Management stories

Freshworks launches Freddy AI Agent Studio for service

Longer after-hours waits for IT help could ease as the new studio lets firms build no-code agents for tasks across Teams, Slack and portals.

By Sofiah Nichole Salivio • 4 min read • Last week

Manufacturing

AWS deepens SAP ties with new AI & migration tools

Customers could move SAP workloads to AWS in days rather than weeks, as new integrations aim to cut migration time and expand AI use.

By Sofiah Nichole Salivio • 4 min read • Last week

Software-as-a-Service

KPMG expands ServiceNow alliance in USD $40 million AI push

Clients could see faster AI rollouts across back-office workflows as KPMG deepens a three-year USD $40 million alliance with ServiceNow.

By Sean Mitchell • 4 min read • This month

Software-as-a-Service

Freshworks names Vahalia to lead global partner push

The software maker is leaning on partners to win bigger enterprise deals, after more than 60% of annual recurring revenue came from mid-market and enterprise customers.

By Sofiah Nichole Salivio • 4 min read • Last month

Digital Transformation

ServiceNow makes AI standard across entire platform

Customers will no longer need separate AI purchases as every ServiceNow product now bundles automation, governance and data tools by default.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

Freshworks boosts Freshservice with live asset mapping

IT teams could spot outage risks sooner as Freshservice now continuously maps cloud, hybrid and on-premises assets and dependencies.

By Sean Mitchell • 4 min read • Last month

Unified Communications

1Kosmos adds identity checks to ServiceNow AI workflows

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

By Catherine Knowles • 4 min read • Fri, 6th Mar 2026

Digital Transformation

Freshworks grows AI revenue & launches non-IT service solution

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

By Melvin Hipolito • 4 min read • Fri, 7th Nov 2025

Robotic Process Automation

ManageEngine updates ServiceDesk Plus with flexible AI options

ManageEngine updates ServiceDesk Plus with flexible AI, letting users choose AI providers like ChatGPT or use its own Zia model without extra costs.

By Sean Mitchell • 4 min read • Thu, 25th Sep 2025

Partner Programmes

Exclusive: OpenText CDO on why data security is vital to AI strategies

OpenText CDO emphasises that information readiness is essential for successful AI strategies, underscoring its critical role in technology integration.

By Jake MacAndrew • 3 min read • Thu, 18th Sep 2025

Software-as-a-Service

Freshworks launches AI tool to streamline staff transitions

Freshworks unveils Freshservice Journeys, an AI-driven tool designed to streamline employee transitions like onboarding and offboarding across departments.

By Jed Nykolle Harme • 4 min read • Thu, 3rd Jul 2025

Artificial Intelligence

ManageEngine ServiceDesk Plus earns ITIL certification

ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.

By Melania Watson • 3 min read • Wed, 26th Feb 2025

Human Capital Management

Monday.com launches AI enterprise service management tool

monday.com has launched its AI-driven Enterprise Service Management platform, monday service, to enhance operational efficiency for businesses across departments.

By Sean Mitchell • 3 min read • Tue, 11th Feb 2025

IT services

Merlin Knott becomes President of IFS Enterprise Service Management

Merlin Knott has been appointed as President of IFS Enterprise Service Management business, aiming to elevate customer success and maximise potential in the enterprise service management sector.

By Imee Dequito • 2 min read • Thu, 21st Mar 2024

Advanced Persistent Threat Protection

Ivanti appoints new Partner Sales Director for ANZ

Ivanti hires Michael Coleman as Partner Sales Director for Australia and New Zealand to strengthen their partner ecosystem and streamline lead generation.

By Zach Thompson • 2 min read • Thu, 22nd Dec 2022