Xerox has officially launched Xerox IT as a Service (ITaaS), an AI-powered platform built on the ServiceNow ecosystem that aims to redefine how organizations manage and operate IT environments. With this launch, Xerox shifts IT management from traditional reactive support models toward intelligent, automated, and increasingly autonomous operations.
The company has designed Xerox ITaaS to unify managed services, automation, procurement, and real-time intelligence into a single operating system. As a result, organizations can streamline fragmented IT processes and reduce reliance on manual workflows. Moreover, the platform enables enterprises to transition toward predictive and self-healing IT environments, improving both efficiency and resilience.
Today’s IT landscape continues to grow more complex due to distributed infrastructure, rising cybersecurity threats, and increasing cost pressures. Consequently, traditional managed service models struggle to keep up with these demands. In response, Xerox introduced ITaaS as a scalable, platform-based solution that simplifies IT delivery while enhancing control and performance.
Built on the ServiceNow AI Platform, Xerox ITaaS extends workflow automation and intelligence across the entire IT lifecycle. Importantly, the platform targets SMB and mid-market organizations that often lack access to enterprise-grade IT capabilities. By doing so, Xerox bridges the gap between enterprise sophistication and mid-market accessibility. Additionally, the platform connects infrastructure, workflows, and decision-making in real time, replacing disconnected tools with a unified system that supports automation and continuous optimization.
“For decades, IT services have been delivered through people, tickets, and reactive workflows. That model is no longer sufficient,” said Munu Gandhi, president of Xerox IT Solutions and chief technology officer at Xerox. “Xerox IT as a Service represents a fundamental shift by bringing together AI, automation, and platform-based delivery to enable autonomous IT operations. We’re delivering an enterprise-grade platform that allows mid-market organizations to operate with the same intelligence, automation, and control as the largest companies.”
Xerox ITaaS integrates four core capabilities that strengthen its value proposition. First, it enables Intelligent Operations, which uses predictive monitoring and self-healing infrastructure to reduce downtime. Second, it delivers AI-Driven Automation, which orchestrates workflows and minimizes manual intervention. Third, it offers Integrated Procurement and Lifecycle Management, providing full visibility and control over IT assets and services. Finally, it includes Real-Time Intelligence, which delivers dashboards and insights that connect IT performance directly to business outcomes.
Furthermore, the platform leverages the ServiceNow workflow engine combined with Xerox’s infrastructure expertise. Together, these strengths allow organizations to shift from managing IT reactively to operating IT autonomously. In addition, the collaboration enhances visibility, control, and automation at scale for businesses that previously lacked such capabilities.
“As enterprises transition from AI ambition to AI execution, reliable partnerships are more important than ever before,” said Jen Odess, group vice president, Americas Global Partnerships & Channels at ServiceNow. “Xerox IT as a Service, built on the ServiceNow AI Platform, helps growing businesses simplify technology management, reduce risk, and operate with the efficiency and insight they need to excel. This collaboration highlights the power of innovation when deep enterprise expertise is supported by an AI platform built for scale.”
Finally, early adopters such as Fresh Thyme Market already report measurable improvements. “As our business grew, managing IT became increasingly complex,” said Craig Diggs, director of Technology, Fresh Thyme Market. “With Xerox ITaaS, we’re gaining real-time visibility and more predictable operations. It’s not just improving stability. It’s changing how we think about operating our technology and giving us capabilities we typically associate with much larger enterprises.”
Overall, Xerox positions ITaaS as a major step in its evolution from a product-focused company to an AI-driven services platform provider, expanding enterprise-grade IT capabilities into the mid-market segment.
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