Topic
The software category and practice covering how organisations log, route, approve and resolve IT requests, incidents and changes.
Atlassian MCP is the only one of 11 Team '26 Europe announcements on LeanZero's status board with a clear generally available label. Most of the rest carry beta, early access or rollout labels, so admins should plan from each feature's status.
Reality
ServiceNow launched Flow, a Slack and Teams service desk it says deploys in one day, at no additional cost for existing AI-SKU customers on consumption terms. Futurum calls it a land-and-expand defence against AI-native rivals in SMB and mid-market accounts.
Reality
Risotto launched an agent for ambiguous Tier-2 IT tickets that saves each new fix as a runbook, and says its customers auto-solve 40% to 90% of tickets. Its bet is that the knowledge from a hard fix, usually lost in a closed ticket, can be kept and run again.
Reality
ServiceNow says a small team with a founder-like mandate built Flow, its AI service desk for Slack and Teams, in three months. For IT teams whose staff already work in chat, the question is whether a desk with no setup project will still fit once request volume and complexity grow.
Reality
A 30% share price fall has been read as the market pricing an agent-driven collapse in seat licences, but the company's June presentation already sourced half its new revenue from consumption, and the $7.75 billion Armis deal is priced for that world.
Reality