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IT service management (ITSM) Stories

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IT service management (ITSM) stories

Virtana launches AI agent war room for IT incidents
Digital Transformation

Virtana launches AI agent war room for IT incidents

As enterprises add more AI agents, the new platform aims to stop outages being handled in silos and speed recovery across systems.

By Mara Sugue • 4 min read • 3 days ago
PagerDuty launches Paige AI agent & PD Labs in ANZ
DevOps

PagerDuty launches Paige AI agent & PD Labs in ANZ

Australian and New Zealand customers will gain early access to AI tools designed to speed incident response and cut service disruption costs.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Freshworks buys Robusta Dev to boost Freshservice AI
DevOps

Freshworks buys Robusta Dev to boost Freshservice AI

Customers should see faster outage triage, as Freshworks folds Robusta Dev's AI incident analysis into Freshservice and FireHydrant.

By Sofiah Nichole Salivio • 3 min read • Last month
Keeper launches Freshservice workflow for access requests
Privileged Access Management

Keeper launches Freshservice workflow for access requests

It aims to cut delays and keep access approvals inside audited tickets, instead of forcing IT teams to move between separate systems.

By Mara Sugue • 3 min read • Last month
SolarWinds launches Avior AI for controlled IT operations
Software-as-a-Service

SolarWinds launches Avior AI for controlled IT operations

The tool is designed to cut outage risk and compliance headaches by letting operators automate routine tasks while approving only higher-risk actions.

By Sofiah Nichole Salivio • 3 min read • Last month
AI agents in IT service management and cloud operations
Risk & Compliance

AI agents in IT service management and cloud operations

Teams can save time on tickets, incident summaries and cloud cost checks, but production changes still need named human approval.

By Krunal Panchal • 5 min read • Last month
Gurucul launches AI risk & response for enterprises
Security Information and Event Management

Gurucul launches AI risk & response for enterprises

The new tool lets security teams spot shadow AI use and risky autonomous agents before they expose sensitive data or critical systems.

By Joseph Gabriel Lagonsin • 5 min read • Last month
Netpoleon ANZ adds BMC Helix in regional distribution deal
Software-as-a-Service

Netpoleon ANZ adds BMC Helix in regional distribution deal

Enterprises across Australia and New Zealand will gain a new option for automating IT operations as Netpoleon expands its portfolio with BMC Helix.

By Mara Sugue • 4 min read • Last month
Keeper launches Freshservice workflow for access approvals
Privileged Access Management

Keeper launches Freshservice workflow for access approvals

IT teams can approve vault and privileged access requests inside Freshservice tickets, reducing handoffs and preserving audit trails.

By Raphael Veloso • 3 min read • Last month
NETSCOUT launches AI copilot for outage investigations
DevOps

NETSCOUT launches AI copilot for outage investigations

It aims to help operations teams pinpoint outage causes faster by turning packet data into plain-language answers, evidence and follow-up prompts.

By Raphael Veloso • 4 min read • Last month
Jabra launches retail headset & cloud management platform
Unified Communications

Jabra launches retail headset & cloud management platform

Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.

By Raphael Veloso • 4 min read • Last month

Stories from Other Regions

IT service management (ITSM) stories

Bedrock Data launches AI workflow to cut exposure backlogs
Cloud Security

Bedrock Data launches AI workflow to cut exposure backlogs

The workflow pushes fixes to business owners via Jira and ServiceNow, aiming to curb exposure backlogs as AI tools expose more sensitive data.

By Mara Sugue • 5 min read • Today
Pembrokeshire council launches GBP £4.95m AI rollout
Housing

Pembrokeshire council launches GBP £4.95m AI rollout

The programme is expected to save up to GBP £6.7 million as the council deploys AI across resident services and back-office work over three years.

By Karen Joy Bacudo • 4 min read • 3 days ago
BDO Canada teams up with ServiceNow on AI governance
Digital Transformation

BDO Canada teams up with ServiceNow on AI governance

Canadian firms struggling to turn AI trials into profit may gain tighter controls as BDO Canada and ServiceNow join forces on governance.

By Joseph Gabriel Lagonsin • 3 min read • Last month
SmartChoice launches SmartTile 2.0 to speed outage fixes
Digital Transformation

SmartChoice launches SmartTile 2.0 to speed outage fixes

Early users say the platform cut average ticket resolution to 17.4 hours from 33.3 hours, easing manual outage work for IT teams.

By Sofiah Nichole Salivio • 4 min read • Last month
Flexera & Atlassian tie up to boost AI service data
Software-as-a-Service

Flexera & Atlassian tie up to boost AI service data

The tie-up aims to fix a long-standing data gap in IT operations, giving service teams richer context to speed incident handling and cut risk.

By Mara Sugue • 4 min read • Last month
blueAPACHE launches managed service for AI-era operations
Firewalls

blueAPACHE launches managed service for AI-era operations

Australian IT leaders facing tighter governance and cyber risks may gain more automated oversight as blueAPACHE reworks support around business outcomes.

By Mara Sugue • 4 min read • Last month
Pdq expands api access & integrations across plans
Software-as-a-Service

Pdq expands api access & integrations across plans

IT teams will be able to automate more routine work as PDQ opens API access across all paid plans and adds new endpoints for custom fields, vulnerabilities and deployment status.

By Joseph Gabriel Lagonsin • 3 min read • Last month