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High-fidelity data powers the next generation of AI-driven service management
Salesforce has officially shaken up the IT service management (ITSM) world with the launch of Agentforce IT Service. In a space dominated by ServiceNow, Salesforce is stepping in with a new vision for ITSM. Agentforce IT Service is an AI-driven platform that brings together customer service, employee support, and IT operations. For organizations hungry for agility, intelligent automation, and seamless enterprise-wide integration this is a revolutionary launch.
The future of ITSM is smart, connected and powered by transformative AI agents. The stakes have never been higher for data quality, and the market’s direction is clearer than ever; high-fidelity data drives more impactful and reliable outcomes.
At Flexera, we couldn’t be more excited. This isn’t just a big moment for Salesforce. It’s a defining moment for the entire ITSM ecosystem including IT Asset Management (ITAM) and SaaS Management Platforms (SMP). One of the key use cases for Flexera One, is enhancing the depth, accuracy and intelligence of configuration management database (CMDB) for ITSM. With the release of Agentforce IT Service, we are looking forward to adding Salesforce to the long list of vendors we support including ServiceNow, BMC, Freshworks, and Jira Service Management.
To think about how Flexera supports ITSM vendors, let’s look at an example. If Salesforce is the interface people experience and the engine fueling workflows, Flexera is the source of high-fidelity data that makes it all work. With our trusted data empowering Agentforce, the future of IT service is smarter, faster and more connected—because at the end of the day, great outcomes depend on great data.
Why Salesforce’s Agentforce ITSM matters
Salesforce’s Agentforce IT Service is built on the foundation of its widely-adopted Service Cloud, which already serves over 60,000 customers—far surpassing ServiceNow’s estimated 9,000. This gives Salesforce a massive installed base to activate ITSM capabilities quickly and efficiently.
Key differentiators of Agentforce include:
- Unified platform: All data, configurations, workflows, and agents operate seamlessly across interfaces like Slack, Teams and Google
- AI-driven service: Native AI agents for employees and IT teams enable real-time issue resolution, proactive incident management and intelligent automation
- Employee-centric design: Personalized service experiences are powered by Salesforce’s Data Cloud and Slack integration
- Conversational transformation: Moving away from traditional ticketing systems to conversational, AI-powered support
At the heart of Salesforce’s ITSM transformation lies the CMDB and Service Graph, a dynamic intelligence layer that connects applications, infrastructure and services across the enterprise. This isn’t just a technical backbone; it’s the nerve center for modern IT operations. From pinpointing root causes to mapping dependencies and ensuring compliance, the CMDB is where clarity meets control.
And here’s where we bring the magic.
We believe a CMDB is only as powerful as the data it holds, and that’s exactly where Flexera shines. Our platform delivers clean, normalized and enriched data that fuels the CMDB with precision and confidence. Imagine a CMDB that’s not just populated, but intelligently curated ready to drive automation, accelerate incident resolution and support strategic decisions with rock-solid accuracy.
Technology strategy succeeds or fails on the strength of its data. Inaccurate, outdated, or siloed information doesn’t just slow progress; it introduces risk across ITSM, security and AI initiatives. Elevating technology data into a trusted, enterprise-wide asset is essential for driving confident, data-backed decisions.
The CMDB challenge—and Flexera’s solution
While Salesforce ITSM’s CMDB promises powerful capabilities, its effectiveness hinges on the quality of the data it contains. Poor data quality in CMDBs is a well-known issue across the industry. According to a Forrester study, less than half of organizations trust the data in their CMDBs to drive automation and decision-making.
Flexera One gives a continuous pipeline of clean, normalized and enriched asset data that can populate and maintain Salesforce’s CMDB with high fidelity. Our platform integrates with multiple data sources across your IT estate, consolidating disparate information into a single source of truth.
Key benefits include:
- Data normalization: Flexera uses Technopedia, the world’s largest technology data catalog, to standardize asset data with definitive names, models, versions and editions
- Lifecycle intelligence: We provide detailed end-of-life (EOL) and end-of-service (EOS) information, helping you proactively manage risk and compliance
- Multi-source integration: We consolidate data from hardware, software, SaaS, cloud and virtualization platforms, ensuring comprehensive visibility
- CMDB enrichment: Our solutions enhance CMDBs with curated, trustworthy data that supports automation, analytics and strategic decision-making
Flexera and Salesforce: A strategic integration
Flexera already offers robust integration capabilities with Salesforce through our SaaS Management and IT Asset Management platforms. These integrations allow you to:
- View and optimize Salesforce spend, license activity and user engagement
- Import Salesforce license allocations and usage data
- Identify unused subscriptions to reduce costs
- Support multiple Salesforce instances with granular visibility
By extending these capabilities to Salesforce’s ITSM and CMDB environments, we can help you accelerate time-to-value, improve service delivery and ensure your ITSM workflows are powered by accurate, actionable data.
Partnering for the future of ITSM
Salesforce’s launch of Agentforce IT Service is not just a product release—it’s a strategic shift toward unified service experiences, backed by an impressive ecosystem of over 100 partners. This collaborative energy is fueling a wave of integrations, connectors and managed services that promise to reshape how organizations approach ITSM.
Flexera is uniquely positioned to be a key enabler in this ecosystem. By delivering industry-leading ITAM and CMDB enrichment solutions, we empower Salesforce customers to unlock their organization’s full potential from day one. Our high-fidelity data ensures every ITSM journey starts strong, supporting smarter decisions and seamless operations right out of the gate.
As Salesforce continues to invest in domain-specific packs, AI agents and partner-led innovation, we’re ready to amplify these advances with the trusted data intelligence capabilities that modern enterprises demand.
The bottom line? When Flexera powers Salesforce’s Agentforce, ServiceNow or any other platform with reliable, actionable data, organizations don’t just keep up with change—they lead it.
