Workday Sana for ITSM: AI Automates Employee Support

Workday introduces Sana for IT Service Management, a new agent designed to automate employee IT support directly within the Workday platform. This product launched today at the Sana AI Summit. What's interesting is this agent helps employees with common tasks like password resets and software installs conversationally. It also automates IT actions for events like hiring or role changes. This development follows Workday's $1.1 billion acquisition of AI firm Sana. The new ITSM offering is Workday's first formal move into the IT Service Management market. The bottom line is that Sana for ITSM aims to streamline IT operations and reduce the number of support tickets by embedding automation directly where employee data already resides.