Freshworks Freshworks Expands IT Asset Management Capabilities by Adding Continuous Infrastructure Discovery and Dependency Mapping to Freshservice.”
Chennai, Apr 03: Freshworks Inc. announced the launch of its redefined IT Asset Management (ITAM) solution within Freshservice, delivering an AI-powered service operations platform that unifies infrastructure data, workflows, and service intelligence to help organizations accelerate resolution times and improve operational efficiency.
By integrating continuous infrastructure discovery and real-time dependency mapping directly into Freshservice—and combining these capabilities with IT Service Management (ITSM) and IT Operations Management (ITOM)—the new solution enables organizations to gain comprehensive visibility into their IT environments while streamlining service operations.
As enterprises increase investments in automation and artificial intelligence, many continue to struggle with fragmented infrastructure data spread across disconnected systems. Traditional discovery tools and Configuration Management Databases (CMDBs) often operate in silos, leading to data inconsistencies that limit the effectiveness of AI-driven workflows.
Freshservice’s redefined ITAM addresses these challenges by delivering automated, continuous discovery across hybrid IT environments. The platform dynamically maps relationships between hardware systems, cloud resources, and business applications, creating a high-integrity data foundation that enables AI to operate with meaningful context. This allows operational intelligence to seamlessly flow into service workflows, helping teams identify and resolve issues before they impact business operations.
“Automation alone cannot address the complexity of modern IT environments without reliable infrastructure visibility,” said Srini Raghavan, Chief Product Officer at Freshworks Inc.. “When infrastructure data is incomplete or disconnected, AI cannot accurately assess impact or recommend actions. By embedding deep discovery and dependency mapping into Freshservice, we are redefining ITAM with infrastructure-wide visibility and operational intelligence that powers scalable, governed workflows.”
Key Benefits of Freshservice ITAM
- Continuous Discovery Over Static Inventory
Moves beyond manual asset tracking with persistent scanning across cloud, hybrid, and on-premises environments, ensuring accurate and reliable CMDB data to power AI automation. - Accelerated Incident Resolution with Live Dependency Mapping
Provides real-time visibility into how infrastructure components support business services. Integration with FireHydrant enables faster identification of affected systems and speeds up outage response. - Predictive Impact Analysis to Minimize Risk
Allows IT teams to assess the impact of planned changes before deployment, reducing disruptions to business operations. - Enhanced Security with Configuration Drift Detection
Continuously monitors infrastructure for unauthorized changes and potential compliance gaps. - License Optimization and Cost Efficiency
Identifies underutilized software licenses by comparing entitlements with actual usage, enabling organizations to reduce renewal costs and eliminate waste. - Improved Governance and Audit Readiness
Maintains a comprehensive and accurate record of IT assets, strengthening compliance and security posture.
Freshservice’s redefined ITAM brings together discovery, service context, and operational visibility within a single platform, enabling organizations to modernize IT operations and fully leverage AI-driven automation.
Proven Customer Impact
Global brands such as New Balance are already leveraging unified service and infrastructure operations to drive digital transformation.
“We wanted a single source of truth for all our inventory assets, along with full transparency and visibility across our network for effective change control,” said Markus Gaulke, Platform Manager at New Balance. “This allows us to clearly understand dependencies between business services.”
“Data discovery and live dependency mapping enable IT leaders to resolve issues faster and make more informed decisions,” added Snow Tempest, Research Manager at IDC. “Delivering these capabilities without added implementation complexity is key to achieving these outcomes.”
