Freshservice gets an ITAM boost with Device42
Modern IT ecosystems need automation and AI to manage a complex mix of hardware and software assets both on-premise and in the cloud
In today's digital landscape, comprehensive IT asset visibility of the entire IT estate, from legacy systems to Kubernetes clusters, is critical for effective IT management. To gain that visibility, organizations need a robust discovery and dependency mapping solution that automatically updates a configuration management database (CMDB). By establishing a single source of truth for IT assets and their relationships, comprehensive discovery closes visibility gaps, strengthens security, streamlines service management, ensures compliance, and optimizes operational efficiency.
Freshworks acquired Device42 in 2024 to bring an advanced ITAM solution to Freshservice’s already robust IT service management (ITSM) platform. Now we’re delivering against this vision with the launch of Advanced ITAM, powered by Device42. Device42’s world-leading Discovery and Dependency Mapping capabilities provide full visibility into an entire hybrid IT estate, including business applications, software, network and end-user devices, containers, storage arrays, and more—along with their critical relationships—across on-premises, virtual, and cloud environments.
Webinar: Transform IT Asset Management with Freshservice & Device42
Advanced ITAM powered by Device42 enhances Freshservice workflows by mapping the IT assets to business services and seamlessly linking configuration items (CI) from the CMDB to service requests, tickets, or issues. This level of complete, accurate, and comprehensive data allows IT teams to:
Make smarter decisions with improved insights for purchasing, provisioning, and audits
Resolve issues faster by identifying all contributing resources, reducing mean time to resolution.
Minimize risk in change management by understanding upstream and downstream impacts.
Evolving ITSM with advanced ITAM and AI
Freshservice’s ITSM capabilities bring many benefits for organizations looking to manage their IT infrastructure more effectively, in part by leveraging the benefits of AI. However, AI is only as intelligent as the data it relies on. High-quality CMDB data is essential for AI to learn how to handle IT incidents, service requests, and change management effectively.
Accurate and up-to-date asset relationships enable AI to predict issues, automate resolutions, and ensure seamless service continuity, reducing downtime and improving operational efficiency. Device42's discovery is known to be the market leader in both the breadth and depth of discovery of IT assets, which is the foundation for a more intelligent AI.
This integration of advanced ITAM with AI-driven ITSM delivers the precise data AI needs to optimize IT operations, reinforcing Freshworks’ commitment to innovation and the evolution of IT service management.
In its new Magic Quadrant for AI Applications in ITSM, Gartner recognized Freshworks as a leading "Niche Player," highlighting its pivotal role in driving AI innovation in IT management.
This new Gartner AI-centric quadrant marks a shift from the traditional ITSM framework, and it highlights Freshworks’ forward-thinking approach to evolve by leveraging AI and advanced ITAM to tackle the increasing complexity of modern IT environments.
New Balance's ITAM transformation
New Balance, a global company experiencing rapid growth, is implementing Freshservice and Device42 to build a global online portal for all internal support needs. Through this AI-powered platform, employees can access self-service options through Microsoft Teams, email, and the portal, enhancing their support experience. The integration of Device42 for advanced asset management delivers an accurate view of New Balance’s IT infrastructure, spanning multiple locations. Additionally, integrations with platforms like Azure DevOps, Workday, Jira, and ITOM functionality for network and security teams further enhance the company’s ability to manage assets and services efficiently.
With Freshservice and Device42, New Balance’s ITAM is proactive:
Accessing warranty expiration details seamlessly through API integration
Planning proactively with end-of-life and end-of-support information for software and operating systems
Simplifying issue resolution with essential vendor contact and support details
AI-powered innovation to drive service management
In today’s rapidly evolving digital landscape, IT asset management is more complex and strategic than ever. By integrating advanced ITAM and ITSM, Freshservice empowers organizations with the precision and efficiency to navigate this complexity seamlessly. And with Freshworks’ ongoing commitment to innovation, organizations can confidently grow without the added burden of IT complexity.
By combining AI-powered automation, predictive insights, and unified management, Freshworks offers a smarter, more scalable approach to optimize IT operation management.
Want to learn more? Request a demo today to learn how Device42 + Freshservice could help your IT organization.
