Irish telecommunications provider Eir Business and US platform ServiceNow have announced a multi-million-euro collaboration to reform how managed services are delivered to organisations on the island of Ireland.

The partnership with the NYSE-listed company is expected to strengthen Eir Business's managed services platform and unify service operations on ServiceNow AI Platform, introducing advanced automation, AI-assisted service, and integrated reporting to elevate customer experience by Business Plus.

The ServiceNow AI Platform will underpin Eir Business's Managed Services Centre of Excellence. By embedding ServiceNow's AI capabilities across its managed services portfolio, Eir Business expects to deliver new customer value including unified service experiences through a single portal for incident management, service requests, and real-time updates.

Additional capabilities include AI-assisted service and automation with proactive issue detection, automated triage, and accelerated resolution. Operational insights will be provided through integrated dashboards and service level agreement analytics supporting confident, data-driven decisions, whilst enhanced cyber resilience delivers transparent, auditable service operations strengthening trust and supporting compliance.

The strategic investment responds to growing market demand for AI-powered self-service, robust service level agreement performance tracking, and executive-level dashboards, which are increasingly required in public sector tenders and large enterprise renewals.

Susan Brady, managing director of Eir Business, stated, "This partnership represents a major strategic investment in the future of managed services in Ireland. Our customers want service experiences that are intuitive, transparent and reliable. By standardising on the ServiceNow AI Platform, we are delivering a unified consumer-grade portal, proactive service management driven by automation, and clear operational insights that help leaders make confident, data-driven decisions."

Explore how telecommunications providers are advancing managed services customer experience through AI platform integration in the complete coverage.