Xerox unveils AI-powered IT-as-a-Service platform

Xerox has launched a new AI-powered platform, Xerox® IT as a Service (ITaaS), aimed at helping small and mid-sized businesses simplify IT operations, reduce risk, and move toward more autonomous technology management.

Built on the ServiceNow AI Platform, the new offering brings together managed services, automation, procurement, and real-time analytics into a single system. The company says the platform is designed to replace traditional, reactive IT support models with a more predictive and self-managing approach.

The launch comes as organisations grapple with increasingly complex IT environments, including distributed infrastructure, rising cybersecurity threats, and ongoing cost pressures. Xerox argues that legacy managed services – often reliant on manual processes and ticket-based support – are no longer sufficient to meet these demands.

“We’re delivering an enterprise-grade platform that allows mid-market organisations to operate with the same intelligence, automation, and control as the largest companies.”

The platform integrates four core capabilities: intelligent operations with predictive monitoring and self-healing infrastructure; AI-driven automation to orchestrate workflows; integrated procurement and lifecycle management; and real-time dashboards that link IT performance to business outcomes.

By connecting infrastructure, workflows, and decision-making in real time, Xerox ITaaS aims to eliminate fragmented tools and manual interventions, enabling businesses to gain predictive insights and automate routine processes.

Jen Odess, group vice president of Americas Global Partnerships & Channels at ServiceNow, highlighted the importance of collaboration in scaling AI adoption. “As enterprises transition from AI ambition to AI execution, reliable partnerships are more important than ever,” she said. “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.”

The launch also reflects Xerox’s broader strategic shift from a product-centric business toward a services-led, AI-enabled platform provider, extending enterprise-grade capabilities to organisations that have traditionally lacked access to such tools.

Early adopters are already reporting benefits. Fresh Thyme Market, which has implemented Xerox ITaaS, says the platform is improving visibility and operational predictability.

“As our business grew, managing IT became increasingly complex,” said Craig Diggs, director of technology at the retailer. “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.”

Xerox IT as a Service is initially available across the United States, with global expansion planned throughout 2026 as the company looks to capitalise on growing demand for scalable, AI-driven IT solutions among SMB and mid-market organisations.