Customer experience and IT service software provider Freshworks has unveiled a major upgrade to its flagship IT Service Management (ITSM) platform, Freshservice, introducing what it calls a redefined approach to IT Asset Management (ITAM).
The newly enhanced ITAM capabilities bring continuous discovery and real-time dependency mapping directly into Freshservice, eliminating the need for separate discovery tools and fragmented asset databases.
Freshworks says the move is designed to tackle a persistent problem facing enterprise IT teams: that despite increasing investments in automation and AI, infrastructure data often remains scattered across disconnected tools, leaving organisations without a reliable, unified source of truth.
“Automation alone won’t solve the complexity for IT in today’s environment; without reliable visibility into infrastructure, risk will continue,” said Srini Raghavan, Chief Product Officer at Freshworks.
“If infrastructure data is incomplete, outdated, or disconnected from service workflows, AI can’t reliably understand impact or provide accurate actions. By making deep discovery and dependency mapping native to Freshservice, we’ve redefined ITAM by delivering infrastructure-wide visibility and operational intelligence to power governed workflows at scale.”
Breaking Down The Data Silos
According to Freshworks, many companies still rely on static asset inventories and manual updates to track infrastructure. Discovery tools, configuration management databases and service workflows frequently operate in isolation, creating gaps in visibility that undermine the accuracy of AI-powered decision-making.
This fragmentation has become more problematic as organisations accelerate digital transformation and expand into hybrid and multi-cloud environments.
Without accurate and continuously updated infrastructure data, AI-driven service workflows struggle to assess the impact of outages, changes or vulnerabilities.
From Static Inventories To Continuous Discovery
At the core of the new release is a shift from traditional inventory management to automated, continuous discovery across hybrid IT environments.
Rather than relying on periodic scans or manual updates, the platform persistently monitors cloud, on-premises and hybrid systems, ensuring asset data remains current.
Freshworks says this capability allows organisations to move beyond basic asset tracking and toward a dynamic understanding of how infrastructure evolves over time.
Continuous discovery also lays the groundwork for stronger governance, compliance and cost optimisation, as teams can identify unused licenses, detect configuration drift and track changes more effectively.
Mapping The Dependencies That Matter
A key pillar of the upgrade is live dependency mapping, which automatically visualises how hardware, cloud resources and applications connect to the business services they support.
This feature gives IT teams the context they need to quickly understand the blast radius of incidents or changes.
In practice, this means that when a server fails or a cloud service experiences disruption, teams can immediately see which applications and business functions may be affected.
