it-service-management
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ServiceRocket and the expensive gap between buying software and making it work
A stalled migration, 26,000 tickets and seven years of history reveal the business ServiceRocket has built: making enterprise software survive contact with the people who use it.
Accrete and the things nobody writes down
The expensive part of expertise is often the part missing from the manual. Accrete wants to turn that unwritten knowledge into software that can trace a supplier, follow a narrative and question an IT change.
Tikit turns “just a quick question” into a ticket
Cireson’s service desk puts structure inside Microsoft Teams. Its customer stories reveal why the hard part of IT support is often getting the request into the system at all.
Incident IQ Found a $40 Million Business Hiding Behind the School Help Desk
School software usually starts in the classroom. Incident IQ went looking in the back office - and built a 2,000-district business by connecting every broken Chromebook, leaky ceiling and missing textbook to the people who can fix it.
Appfire Killed Its Side Projects - Then Built a $200M Software Shelf
The company spent 12 years mixing software with services. Then it made one sharp bet on marketplace apps, raised $149 million, and turned the missing pieces inside Jira into a profitable portfolio with more than $200 million in annual recurring revenue.
Cloudwise Wants AI to Take the 3 A.M. Pager
The Singapore-based enterprise software company spent years teaching large organizations to see their tangled IT systems. Its next act is teaching AI agents to diagnose the mess - and, increasingly, help clean it up.
SysAid
The Israeli company that has spent two decades making IT service desks less miserable is now betting the whole business on AI agents that answer the tickets before a human ever sees them.
USU
For nearly five decades, a quiet software company near Stuttgart has been helping big organizations tame the IT sprawl no one else wants to touch - and it just landed a Thoma Bravo backer to do more of it.
Ivanti
Inside the Utah software company that quietly runs the plumbing behind millions of corporate laptops and phones - and learned the hard way what happens when the plumbing springs a leak.
EasyVista
Inside the quiet French software company that has spent three decades making corporate IT support less painful - and is now betting on AI to do the boring parts.
Serval
Serval is a San Francisco software company building an AI-native IT service management (ITSM) platform. Founded in 2024 by Jake Stauch and Alex McLeod, it lets IT teams describe workflows in plain English and turns them into executable, auditable automations - handling help desk tickets, just-in-time access, onboarding and offboarding. Customers report automating more than half of their IT tickets, and the company reached a reported $1 billion valuation roughly 18 months after launch, backed by Sequoia, Redpoint, General Catalyst and First Round.
SuperOps
SuperOps is an AI-native IT management platform that folds professional services automation (PSA), remote monitoring and management (RMM), unified endpoint management, service desk, patching, and documentation into one system. Founded in 2020 by Arvind Parthiban and Jayakumar Karumbasalam, it targets managed service providers (MSPs) and in-house IT teams, pitching a single pane of glass that replaces the 10-15 tools an MSP typically stitches together. Backed by $54.4M in venture funding, it added an agentic AI assistant, 'Monica,' and expanded from MSP tooling into internal IT teams with a cross-OS UEM product.
ServiceNow
ServiceNow is the enterprise software company behind the Now Platform, a single cloud system that turns the messy, cross-departmental work of large organizations - IT tickets, HR cases, customer issues, security incidents - into digital workflows that can be automated. Founded in 2004 by Fred Luddy and now led by CEO Bill McDermott, the company has grown into one of the most valuable software firms in the world, generating over $13 billion in annual revenue and racing to embed agentic AI into every business process for the 8,000-plus enterprises and the vast majority of the Fortune 500 that run on it.