Stop flying blind

Modern IT environments have become more complex than ever. But the visibility needed to manage them has not kept up.

Many teams have invested in automation and are exploring AI, yet daily operations still rely on fragmented infrastructure data. Discovery tools sit in one place. The CMDB sits somewhere else. When a service fails, teams often scramble to piece together what systems might be connected.

At some point during an incident, someone inevitably asks, “What else could this impact?” And too often, the answer is not immediately clear.

Automation alone does not solve that problem. Without reliable infrastructure intelligence, mistakes simply move faster. That is the gap we set out to address.

Introducing a reimagined Freshservice IT Asset Management (ITAM) 

Today, Freshservice is launching a fundamental shift in IT Asset Management that extends beyond what you own. We've made the extensive discovery and dependency mapping capabilities from our Device42 acquisition native to Freshservice, reimagining how ITAM value is defined and delivered to include infrastructure-wide visibility and operational intelligence.

Freshservice ITAM now brings continuous infrastructure discovery and dependency mapping directly into the Freshservice platform, helping teams understand how infrastructure supports the services that businesses depend on. 

Instead of stitching together multiple tools and hoping the data stays aligned, assets are discovered automatically. Relationships between systems are mapped continuously. And that intelligence flows directly into service management workflows.

By bringing together the enterprise IT assets (ITAM), operational data (ITOM), and service management (ITSM) capabilities, Freshservice creates a unified service operations platform for IT teams.

No manual reconciliation. No chasing outdated records. Just a clearer view of how systems connect and support the business. And this clarity isn't just for humans. It’s the prerequisite for the next wave of automation.

This reimagined ITAM experience is available immediately to all new Freshservice customers. Freshworks is committed to a seamless experience for our existing community and will be welcoming our customers to the new solution via a phased transition throughout 2026 and early 2027.

Why this matters for the AI era

Many teams are excited about the potential of AI in service operations. But AI is only as useful as the data and context behind it.

If infrastructure data is incomplete, outdated, or disconnected from service workflows, AI cannot reliably understand impact, recommend actions, or help teams respond faster.

That is why infrastructure intelligence matters. Continuous discovery and dependency mapping create the data foundation that allows automation and AI to operate with meaningful context.

In other words, before AI can help run operations, it first needs a clear picture of the environment. This clarity isn't just for humans—it’s the prerequisite for the next wave of automation.

Moving beyond tickets

Service management has traditionally focused on tickets. But tickets are symptoms. What teams really need to understand is how services run and what infrastructure they depend on.

Freshservice’s ITAM helps teams make that shift.

Continuous discovery: Automation replaces the manual grind. The system persistently scans and maps your environment as it evolves, ensuring your “source of truth” reflects the current state of your infrastructure.

Intelligent CMDB powering agentic AI IT workflows: When discovery continuously feeds the data model, the CMDB becomes far more reliable. Instead of a manual documentation exercise, it becomes a foundation for teams to make operational decisions.

Context in every workflow: Incidents and changes automatically include business services and infrastructure relationships. Teams can see potential impact before taking action, which results in more predictable troubleshooting and change planning.

Turning visibility into resilience

When infrastructure intelligence supports service workflows, teams can operate with far more confidence.

Faster incident response: Instead of hunting for dependencies during an outage, teams can quickly see which systems are connected and what services might be affected.

Safer changes: Before deploying updates, teams can evaluate potential service impact across infrastructure relationships.

Smarter infrastructure spending: Improved visibility helps identify unused assets and underutilized resources that quietly consume budget.

Stronger security and compliance: Better infrastructure awareness helps teams detect unauthorized changes, aging systems, and potential compliance gaps.

A new standard for service operations

By building Device42's capabilities into the Freshworks platform, we’re tearing down the wall between infrastructure insight and service action.

The outcome isn't just a better dashboard; it’s faster resolution, lower change risk, and unshakeable confidence in your operations.

The era of "best guess" operations is over. The foundation is unified. The workflows are connected. This is the new standard for ServiceOps.