IT service management (ITSM) stories - Page 4

eG Innovations names Jon Hatchuel as its first Australia country manager, targeting growth in digital workspace monitoring and observability.

ManageEngine adds causal intelligence and AI agents to Site24x7, promising faster incident triage and automated remediation for hybrid IT ops.

Virtual IT Group appoints Maurice McCarthy as chief executive to drive ANZ expansion and embed AI across its managed IT and security services.

Financial firms reap strong AIOps returns but poor data quality and fragmented tools are stalling the leap from pilots to scaled AI.

Expereo adds shared Digital Case Management to expereoOne, giving enterprises a single, transparent case timeline across global networks.

Hexnode embeds its upgraded Genie AI into the UEM console, letting admins query inventory, execute device commands and automate fixes in chat.

Governance gaps and tool sprawl are stalling Microsoft automation at scale, with most large IT teams lacking control, visibility and integration.

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.

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

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

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.

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

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.