Freshworks has completely revamped IT Asset Management in Freshservice. Continuous discovery, live dependency mapping, and AI-driven analysis are now integrated into a single platform. With this, the company aims to extract infrastructure data from isolated silos and link it directly to service workflows.
Infrastructure data remains fragmented across separate tools. Discovery tools and Configuration Management Databases operate as separate silos, which hinders the reliability of AI workflows. Freshservice ITAM aims to address this fragmentation by continuously scanning the entire hybrid IT environment.
Dependency mapping and live impact analysis
The system continuously maps the relationships between hardware, cloud resources, and the applications that depend on them. This live dependency map also serves as the foundation for the new integration with FireHydrant: during outages, teams can immediately see which systems and services are affected, including their configuration history.
In addition to incident response, Freshservice ITAM also offers predictive impact analysis for planned changes. Teams can evaluate the consequences of an update before it is rolled out, without interrupting ongoing business processes. Configuration drift detection continuously flags unauthorized changes and potential compliance gaps.
“If infrastructure data is incomplete, outdated, or disconnected from service workflows, AI can’t reliably understand impact or provide accurate actions,” explains Srini Raghavan, Chief Product Officer at Freshworks. “By making deep discovery and dependency mapping native to Freshservice, we’ve redefined ITAM.”
Software Asset Management is another component of the new approach. By comparing purchased licenses with actual usage, IT teams can reclaim unused licenses before contract renewals. This reduces unnecessary spending and provides visibility into the entire software lifecycle.