Search results for ITSM
AI & Enterprise
Atlassian wins back record number of ITSM rival customers, steps up pressure on ServiceNow
Atlassian said it won back a record number of customers from major IT service management rivals in the last quarter. CEO Mike Cannon-Brookes said on a fiscal third-quarter earnings call that customers are moving from legacy systems to a more modern, AI-native Atlassian platform. The Register reported the comments were seen as targeting ServiceNow. ServiceNow is also facing pressure from Salesforce, whose CEO said it secured five ServiceNow customers.
AI & Enterprise
Tech infrastructure evolves for customised AI agents, from software to payments
As interest grows in AI agents that can handle specific tasks without people, technology infrastructure companies are accelerating strategies tailored to AI agents. The push spans hardware, software and payments, with firms reworking technologies and products for agent use. Salesforce unveiled a headless CRM for AI agents. Visa introduced a platform for agent-led payments. OpenAI, Anthropic, Google, Microsoft and others also announced updates and products tied to AI agents.
AI & Enterprise
Salesforce steps up push into ITSM market with AI-native differentiation
Salesforce is accelerating its push into the IT service management market, saying it differentiates itself by embedding AI into its platform from the outset rather than adding it later. The company says rival approaches require duplicating data, workflows and knowledge across systems, creating security and performance issues. Salesforce says its platform uses AI agents to resolve issues before tickets are created and offers a proactive AI assistant. It also cites faster customer migration and simplified pricing models.
