Service management Stories

Global Stories

Service management stories

Adactin deploys Copilot Studio support agent for Maxi-Cash

Store staff at Maxi-Cash can now get faster technical help through a Microsoft Copilot Studio bot, after a proof-of-concept programme.

By Mara Sugue • 3 min read • Yesterday

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 week

Data centers

DE-CIX launches AI server for natural-language networking

IT teams spending more than 11 hours a week troubleshooting connectivity could now use plain-language AI commands to manage DE-CIX services.

By Mara Sugue • 3 min read • Last week

Hybrid Cloud

LogicMonitor launches AI-led IT model with governed action

Enterprises under pressure from alert overload may gain faster incident as the platform ties AI recommendations to strict human approvals and audit trails.

By Sofiah Nichole Salivio • 4 min read • Last week

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 week

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 week

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 • This month

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 • This month

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 • This month

Software-as-a-Service

Acumatica embeds AI across cloud ERP in 2026 R2 update

Mid-market users will get embedded AI, a new analytics layer and industry-specific upgrades as routine ERP tasks shift onto Acumatica's 2026 R2 platform.

By Karen Joy Bacudo • 4 min read • This month

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 • This month

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 • This month

Software-as-a-Service

How simplifying IT helps teams perform at racing speed

As IT estates grow more tangled, firms risk slower fixes, siloed data and weaker AI insights unless they simplify systems first.

By Musidora Jorgensen • 4 min read • Last month

Customer Relationship Management

Acceldata launches xFactory for governed private AI

Large enterprises can now build governed AI on fragmented data without moving it, as Acceldata targets regulated sectors with xFactory.

By Joseph Gabriel Lagonsin • 4 min read • Last month

IT Automation

TeamViewer adds automations to cut repeat IT fixes

IT teams could cut repeat fixes as TeamViewer links validated resolutions to automated workflows and a single review workspace.

By Raphael Veloso • 4 min read • Last month

Stories from Other Regions

Service management stories

Robotics

Ricoh partners Hyphen to scale restaurant robotics

Pressure to cut labour and food costs is driving interest in kitchen automation as the two firms aim to help chains roll out robots across sites.

By Sofiah Nichole Salivio • 4 min read • Last week

Digital Transformation

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 • This month

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 • This month