Freshworks boosts Freshservice with live asset mapping

Freshworks has expanded the IT Asset Management capabilities in its Freshservice platform, adding continuous infrastructure discovery and dependency mapping.

The update is designed to give IT teams a clearer view of assets, service relationships, and the likely operational impact of changes across hybrid technology estates.

It broadens Freshservice beyond traditional asset inventory by combining discovery, dependency mapping, IT service management, and IT operations management in one system. Many organisations still manage infrastructure data across separate tools, leaving discovery systems and configuration databases disconnected.

That fragmentation has become a bigger issue as businesses increase their use of automation and artificial intelligence in IT operations. When asset and infrastructure records are incomplete or outdated, service teams can struggle to assess the impact of incidents, changes, or outages.

The revised ITAM offering continuously scans cloud, hybrid, and on-premises environments and feeds the results into Freshservice's configuration management database. It also maps relationships between hardware, cloud resources, and the business applications they support.

Service context

Freshworks is positioning the changes around operational visibility rather than simple inventory tracking. The aim is to help service teams understand which business services rely on which systems, and which applications or resources might be affected when incidents occur or planned updates are introduced.

The company also linked the update to incident response through a FireHydrant integration. During outages, teams will be able to identify connected systems, affected services, configuration details, and change history, helping them respond more quickly.

Another addition is predictive impact analysis for change management. By examining infrastructure relationships in advance, teams can assess which services could be disrupted before deploying updates.

The expanded offering also includes configuration drift detection to help identify unauthorised changes and possible compliance gaps. In software asset management, customers will be able to compare purchased software entitlements with login activity to recover unused licences and reduce renewal spending.

"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," he said.

Customer use

Freshworks cited New Balance as an existing user of unified service and infrastructure operations. The sportswear company uses the platform as a central record for inventory assets and network visibility.

"We wanted to have a single source of truth for all of our inventory assets to be inventoried and also have the transparency and the visibility of everything that's existing in our network for the purpose of change control," said Markus Gaulke, Platform Manager at New Balance.

"So we can actually see what these business services depend on," Gaulke said.

Industry analysts have also highlighted the link between data quality and IT decision-making as companies try to use AI tools in support environments. In practice, discovery and dependency data can determine whether automated workflows reflect the current state of an organisation's technology stack.

"Data discovery and live dependency mapping contribute to data that helps IT leaders resolve issues faster and make better decisions," said Snow Tempest, Research Manager at IDC.

"Adding these capabilities without adding implementation complexity can help meet these goals," Tempest said.

The announcement reflects a wider push among software suppliers to combine service management, operations oversight, and asset tracking into fewer systems. For buyers, the pitch is often that a more complete and current view of infrastructure can reduce manual reconciliation between separate tools while improving audit readiness, security oversight, and change control.

The expanded ITAM functions are now part of Freshservice, which Freshworks markets as its service operations platform for IT and enterprise service teams. The product is used to manage service requests, incidents, assets, and operational workflows across organisations, with the configuration management database serving as the central system of record.