IT service management (ITSM) stories

Lexful unveils an AI-native IT documentation platform for MSPs, aiming to replace static records with automated, contextual knowledge.

Gartner names Komodor a Representative Vendor in its AI SRE tooling guide, as it predicts 85% of enterprises will adopt such tools by 2029.

ScienceLogic launches Skylar Advisor, an AI-native IT ops assistant that proactively surfaces guidance and prioritises actions in real time.

ControlUp names Gadi Feldman chief product officer and Bob Johnson SVP alliances to drive product innovation and partner-led global growth.

Financial firms see strong AI returns but Riverbed survey shows most projects stall in pilots, held back by data quality and tool sprawl.

Highlight names Martin Saunders CEO as founder Richard Thomas becomes Chairman in leadership reshuffle to drive partner-led growth.

South Korea’s LF picks Rimini Street to support SAP and Oracle systems, cutting maintenance spend and boosting data centre move resilience.

ServiceNow makes Anthropic’s Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

ControlUp snaps up Unipath to fold security automation into its platform and push deeper into agentic AI for autonomous endpoint management.

Dynatrace launches an agentic AI operations layer to automate cloud and AI-native workloads, aiming for self-healing, autonomous observability.

ServiceNow makes Anthropic’s Claude its default AI across Build Agent and workflows, promising faster app development and industry-specific gains.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

UK IT teams say alert fatigue and tool overload are driving outages, customer disruption and rising burnout, Splunk research shows.

ControlUp has launched a multi-tenant digital experience platform and partner programme to help MSPs automate IT, boost CX and grow revenue.

Atos becomes the first organisation worldwide to achieve dual Scopism SIAM Assured status for both service provision and consultancy.

Atlanta Hawks tap ManageEngine to unify IT across State Farm Arena, boosting live event reliability and real-time visibility for fans.

ServiceNow expands its OpenAI partnership to embed GPT-5.2 voice agents and automation more deeply into enterprise workflows and IT systems.

ServiceNow centres revamped partner strategy on AI agents, overhauling its Build Programme, incentives and fees to drive new ecosystem growth.

ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.