New Freshservice ITAM capabilities deliver real-time infrastructure visibility, improved incident response, and smarter IT operations.
Freshworks Inc. has announced a major upgrade to its IT Asset Management (ITAM) capabilities within Freshservice. The enhanced solution introduces continuous infrastructure discovery and dependency mapping, creating a unified, AI-powered service operations platform. By combining ITAM with IT Service Management (ITSM) and IT Operations Management (ITOM), Freshservice now enables organizations to centralize data, streamline workflows, assess service impact more accurately, and accelerate issue resolution.
As businesses continue investing in automation and artificial intelligence, many still face challenges with fragmented infrastructure data spread across disconnected tools. Traditional setups often separate discovery tools and Configuration Management Databases (CMDBs), leading to inconsistent data quality.
This fragmentation limits the effectiveness of AI-driven operations. Accurate, unified data is essential for reliable automation, decision-making, and service delivery.
AI-Driven ITAM with Continuous Discovery
The upgraded Freshservice ITAM moves beyond traditional asset tracking by delivering automated, continuous discovery across hybrid, cloud, and on-premises environments.
It dynamically maps relationships between hardware, cloud resources, and business applications, creating a high-integrity data foundation. This enables AI to operate with full context, allowing teams to proactively resolve issues before they impact business operations.
According to Srini Raghavan, Chief Product Officer at Freshworks Inc., reliable infrastructure visibility is critical. He said, “Without complete and connected infrastructure data, AI cannot accurately assess impact or recommend actions. By embedding discovery and dependency mapping into Freshservice, we’re redefining ITAM with full visibility and operational intelligence.”
Key Features of Freshservice ITAM
1. Continuous Infrastructure Discovery
Replaces manual inventory processes with automated, real-time scanning across all environments. The CMDB remains constantly updated with accurate asset data, improving AI-driven automation.
2. Faster Incident Resolution with Dependency Mapping
Teams can visualize how infrastructure components support business services. With integrations like FireHydrant, IT teams can quickly identify affected systems, configurations, and dependencies during outages.
3. Predictive Impact Analysis
Evaluate how planned changes will affect services before implementation. This helps reduce downtime and ensures smoother change management.
4. Configuration Drift Detection
Detect unauthorized changes and compliance risks through continuous monitoring of infrastructure environments.
5. Software License Optimization
Compare purchased licenses with actual usage to identify underutilized assets. Built-in Software Asset Management (SAM) capabilities help reduce unnecessary spending.
6. Improved Governance and Compliance
Maintain a complete, accurate record of IT assets to support audits, enhance security, and ensure regulatory compliance.
Global brands like New Balance are already leveraging Freshservice’s unified platform to improve visibility and control. Markus Gaulke, Platform Manager at New Balance, highlighted the importance of a single source of truth for IT assets and dependencies, particularly for effective change management and operational transparency.
With this upgrade, Freshservice positions itself as a comprehensive, AI-powered IT operations platform. By unifying asset management, service context, and operational intelligence, organizations can improve efficiency, reduce risk, and fully leverage AI in IT service workflows.
