Intellias has launched Agentic ServiceOps a managed IT service that applies governed agentic AI across IT service management (ITSM) and IT operations management (ITOM), from the service desk to the infrastructure behind it. It helps organizations resolve more IT work end to end, breaking the link between rising complexity and rising costs. Intellias’ Agentic ServiceOps adds an Intelligent Orchestrator Layer to clients’ existing IT service management and IT operations management environments, building on the systems …

Intellias launches Agentic ServiceOps, integrating governed AI to streamline IT service management and operations, enhancing efficiency for organizations.

Intellias（インテリアス）は、マネージドITサービス「Agentic ServiceOps」の提供を開始しました。このサービスは、ガバナンスを効かせたエージェント型AIを、サービスデスクからその背後にあるインフラまで、ITサービス管理（ITSM）とIT運用管理（ITOM）の全域に適用するもので

Intellias has launched Agentic ServiceOps, a managed IT service that uses governed agentic AI to improve ITSM and ITOM without replacing existing systems. By adding an Intelligent Orchestrator Layer, it helps resolve more work at intake, reduce escalations, and scale operations without matching headcount growth. #Intellias #AgenticServiceOps #ITSM #ITOM

O BMC Helix Roadshow São Paulo, realizado em 24/9, reuniu mais de 280 clientes, parceiros e líderes de tecnologia para discutir a IA agêntica, o ServiceOps e o AIOps

AIgencyIQ announced the launch of ServiceOps Pulse, an Execution Intelligence engine designed to help professional services firms identify emerging performance issues earlier, quantify their financial impact, and evaluate responses using their own data. The tool addresses the gap between operating signals and decisions, with features Delray Beach, United States, August 19, 2026 — FOR IMMEDIATE …

Freshworks has said it will acquire FireHydrant, a provider of AI-powered incident management software, for an undisclosed value. According to a statement, this combination will bring together Freshservice’s IT Service Management (ITSM) and FireHydrant’s core IT Operations Management (ITOM) as a unified AI-native ServiceOps solution designed to simplify operations, proactively prevent disruptions, and ensure exceptional IT service reliability. The acquisition is expected to close in Freshworks’ first fiscal quarter of 2026, subject to customary closing conditions.

The CrowdStrike outage highlighted the interconnected nature of today’s business operations, where a single error can affect many organizations and The post ServiceOps: Balancing Speed and Risk in DevOps appeared first on The New Stack.

IT teams must keep pace as enterprise environments grow exponentially more complex. ServiceOps — short for service operations — offers a The post ServiceOps Fails Without Full-Context Operations appeared first on The New Stack.

Freshworks has said it will acquire FireHydrant, a provider of AI-powered incident management software, for an undisclosed value. According to a statement, this combination will bring together Freshservice’s IT Service Management (ITSM) and FireHydrant’s core IT Operations Management (ITOM) as a unified AI-native ServiceOps solution designed to simplify operations, proactively prevent disruptions, and ensure exceptional IT service reliability. The acquisition is expected to close in Freshworks’ first fiscal quarter of 2026, subject to customary closing conditions.

At a time when many business leaders are starting to scrutinize artificial intelligence (AI) spending, BMC Helix is focused on how to deliver measurable, meaningful cost savings with AI agents that streamline ServiceOps, the convergence of service management and operations management. At the BMC Helix Roadshow in New York City in November, Ali Siddiqui, president and CEO of BMC Helix, noted that leaders still believe they need to invest in AI to compete. “Increasingly, however, their executive teams also expect them to be able to show value,” he said. Ryan Manning, chief product officer of BMC Helix, laid out a specific example of how customers are resetting IT economics with AI agents: service disruptions. Just one priority 1 (P1) service disruption costs an average of $122,000 in direct labor costs, plus two to five times that amount in business impact, he said — and many companies have 10+ disruptions each year. With Ops Swarmer, one of approximately 30 multiskill AI agents from BMC Helix, organizations could bring their annual disruption-related costs down by an average of $2.6 million by reducing the number of disruptions and making responses more efficient. **How agents power IT productivity** Ops Swarmer helps orchestrate incident response, by pulling relevant data from multiple tools and responding to real-time employee queries within Microsoft Teams. On the front end, Employee Navigator, another BMC Helix agent integrated into Teams, provides employee self-service through natural-language queries for IT, human resources, and facilities requests — eliminating the need to go into dedicated service portals. BMC Helix calls the integration with Teams an “antiplatform” approach. Manning emphasized, “We’re not introducing a new application to solve the problem. We’re grabbing hold of these other platforms, working with your choice of LLM [large language model] and alongside existing systems and presenting the insights in Teams. It’s the epitome of the antiplatform for IT and will help reduce the distractions associated with context switching. After all, the best UI [user interface] is no UI.” Vodafone, a longtime BMC Helix customer, is testing Employee Navigator. Heather Gilbank, principal product manager for IT service operations at Vodafone, says the AI agent is helping Vodafone tap into the vast quantities of data currently locked inside individual service tickets. “We’re pulling that resolution information out so every single process can absorb the data in the tickets and the tools,” she says. Taking things a step further, the BMC Helix CFO Dashboard shows the total time and money organizations save by using AI agents across all tasks, enabling companies to compare the cost of AI with the tangible benefits they receive. Customers, Manning says, are largely looking at using AI agents to empower their employees — not replace them. “I know that some people think AI is synonymous with layoffs,” Manning says, “but that’s not where we’re headed. AI is a workforce multiplier: Now’s your chance for pie-in-the-sky projects that were too expensive or unrealistic before. It comes down to reshaping the roles of technology and the traditional workforce, resetting the economics of enterprise IT.” For more information, visit helixops.ai.

We are in the era of artificial intelligence (AI), and businesses are unlocking unprecedented opportunities for growth and efficiency. In IT service and operations (ServiceOps), AI agents are providing assistance for in-context insights, incident response, change risk prediction, and vulnerability management. AI technologies, like large language models (LLMs), require large and diverse datasets to train models, make predictions, and derive insights. However, the diversity and velocity of data utilized by AI pose significant challenges for data security and compliance. Many AI models operate as “black boxes” and can be difficult for users to understand how their data is processed, stored, and compliant with policies. AI technologies may include multiple components and data sources, which can also lead to questions regarding data residency. Without proper data governance, transparency, and security, customer data, intellectual property, or other sensitive corporate information can be fed into LLM models, risking unintended data leakage. ## Questions about AI models that CIOs and CISOs should be asking CIOs and CISOs play pivotal roles in maximizing the benefits of generative AI and agentic AI while keeping applications, usage, and data secure. Staying abreast of the latest developments and approaches to data security and compliance is crucial for harnessing the benefits of AI and limiting risk. Selecting the right AI platform that includes AI agents requires thinking through various factors and the specific needs of your organization. The questions below cover seven of the most important aspects of this decision. 1. **How are access controls implemented?** Look for solutions that honor role-based access controls and ensure sensitive information is only accessible to authorized users. Controls should include varying levels of permissions, strict adherence to least-privilege policies, and extensive safeguards against unauthorized access and data breaches. 2. **How is data encrypted?** Look for solutions that encrypt data transmitted over the internet and use allowlists to restrict any unauthorized IP addresses or IP address ranges from accessing your AI applications. 3. **What are the data residency considerations?** Ensure data remains stored within contracted regions in accordance with existing agreements and applicable commercial or federal regulations. This alignment with regional and sector-specific compliance requirements simplifies regulatory adherence for customers. 4. **What type of data is used to train AI models?** Know what type of data is used to train AI models for specific use cases and ensure strict adherence to data privacy and compliance regulations. 5. **Do I retain ownership of my data?** Ensure to retain full ownership of your data. Know the LLM provider’s data logging, retention policies, and configuration options. 6. **Do the AI models expose my data to third-party AI vendors?** Ensure that your chosen LLM provider meets your organization’s data compliance requirements. 7. **How are AI models audited?** Contact your chosen LLM or AI infrastructure provider for a data compliance assessment. ## How BMC Helix satisfies top security concerns BMC Helix customers retain full ownership of their data, ensuring that all incident tickets, knowledge articles, and files remain within their BMC Helix or third-party applications. This open-first approach enables organizations to use security and compliance mechanisms already in place, eliminating concerns about data copying, retention, or misuse by the LLM, which fosters trust and clarity in AI operations. Data sources include tickets, incidents, observability data, knowledge articles, configuration data — across BMC Helix applications, with roles and permissions governing GenAI responses. For example, an IT support agent cannot access HR support tickets; a support agent and an administrator receive different answers to the same question based on their access credentials. Additionally, BMC Helix customers have the option to configure whether internal knowledge articles can be used for their GenAI responses. The content in the customer’s third-party applications is indexed using an admin profile, which is available to end-users interacting with HelixGPT, BMC’s proprietary GPT model. Other benefits and factors include: * BMC Helix uses strong encryption for data in transit over the internet and for data at rest. Data in BMC Helix AI applications remain within the customer’s contracted regions. Organizations need to directly contact their chosen LLM provider for their data residency policy outside of BMC. * BMC HelixGPT does not copy or store customer data in AI models. The data is used only for training purposes and adheres to string data privacy and compliance regulations under BMC’s policies. Furthermore, the data is isolated and logically segregated from other customer access or use. * For service management use cases, BMC HelixGPT uses a stateless AI model to process each ITSM, employee navigation, service collaboration, or other requests independently. For IT operations management with AIOps use cases, BMC HelixGPT is trained using the customer’s incident data, resolution worklog, and more to assist the AI with categorizing incidents, identifying root causes, summarizing impacts, and assessing risks intelligently. * BMC HelixGPT exposes customer data to third-party AI vendors. Therefore, IT organizations are responsible for ensuring their chosen LLM or AI infrastructure providers meet their data processing and retention requirements, as well as satisfying commercial and federal compliance requirements specific to their BMC HelixGPT use cases. ## The bottom line As AI continues to transform IT work, the importance of building trust and ensuring compliance is crucial. By responsibly managing data and prioritizing transparency and security, organizations can maximize the benefits of AI while reining in risk. In thinking about the approaches to overcoming some of security and compliance challenges, organizations can create a future where AI enhances work and multiplies human productivity. Contact BMC if you would like to discuss this further.

Enable teams to proactively analyze risks to avoid making changes that are likely to cause an incident.

Enterprise Management Associates releases a comprehensive study on how AI and automation are reshaping ServiceOps across industries, enhancing collaboration and service delivery.

Montagu agreed to acquire a majority stake in BMC Helix in a carve-out from BMC Software, owned by KKR (NYSE:KKR). BMC will retain a minority stake in Helix, while KKR continues to own BMC.Helix, an agentic AI ServiceOps platform serving thousands of blue-chip customers, will operate as a standalone company focused on ServiceOps and agentic AI, supported by Montagu and KKR. Deal completion is subject to regulatory approvals and customary closing conditions.

Freshworks (NASDAQ: FRSH) signed a definitive agreement to acquire FireHydrant, an AI-powered incident management and reliability platform, to deepen its IT service and operations portfolio.The combination will unify Freshservice ITSM with FireHydrant ITOM into an AI-native ServiceOps solution designed for unified visibility, faster incident response, and proactive IT resilience. FireHydrant serves customers including Palo Alto Networks, BP, and Qlik. The acquisition is expected to close in Freshworks' first fiscal quarter of 2026, subject to customary closing conditions.

Motadata is an IT monitoring and management software that derives business insights by real-time processing, correlation and intelligent visualization of IT network and security information data.

Motadata is an IT monitoring and management software that derives business insights by real-time processing, correlation and intelligent visualization of IT network and security information data.

Discover 6 proven strategies for call centres to enhance customer service, boost loyalty, and create exceptional experiences with advanced tools and training.