eir business inks ServiceNow deal for managed services

eir business has announced a multi-million-euro collaboration with ServiceNow centred on managed services for organisations across the island of Ireland.

Under the agreement, eir business will move its service operations onto the ServiceNow AI Platform as part of its Managed Services Centre of Excellence. The platform is designed to bring incident management, service requests, and service updates into a single portal, along with automation and reporting tools.

The investment targets public sector bodies, large enterprises, and small and medium-sized businesses. Demand for service-level reporting, executive dashboards, and more automated self-service is becoming a growing feature of public sector tenders and major contract renewals.

Customers will have a single interface to raise incidents and requests, with real-time progress updates. eir business also plans to introduce automated triage, proactive issue detection, and faster resolution through AI-assisted service tools.

Integrated dashboards and service-level agreement analytics are also included. The system is intended to support more transparent operations and compliance requirements, particularly in organisations with stricter governance standards.

The move comes as Irish organisations continue to upgrade digital systems while facing tighter security demands and pressure to improve service visibility. Small and medium-sized businesses have also been identified as a target market as Ireland pursues broader digitalisation goals.

Susan Brady, Managing Director of eir business, outlined the rationale for the investment.

"This partnership represents a major strategic investment in the future of managed services in Ireland," said Brady. "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. This investment underscores a simple commitment: to meet our customers' evolving needs with the scale, engineering strength and reliability of the eir group behind us. We are here to keep businesses connected, protected and empowered to thrive in an increasingly digital Ireland."

Platform shift

ServiceNow said the partnership reflects a broader push among Irish organisations to modernise internal and customer-facing operations. It described the platform as a way to bring service activity, reporting, and workflow management into a single operating environment.

For eir business, the deal adds a new layer to its existing telecommunications and IT services portfolio. The company serves organisations ranging from SMEs to larger corporate and public-sector customers, and the latest move signals a stronger focus on standardised managed services backed by centralised monitoring and analytics.

The reference to public sector tenders and enterprise renewals is notable, as those contracts often require detailed reporting on uptime, service response, and governance. A single system for workflow management and operational reporting may help suppliers meet those procurement requirements more consistently.

Cyber resilience also forms part of the project. The platform is intended to provide auditable service operations and support compliance, a point likely to matter for customers handling regulated or sensitive data.

Market demand

The collaboration also reflects how service providers are applying AI to operational tasks rather than consumer products alone. Here, the focus is on issue detection, triage, and workflow management within managed services, where automation can reduce manual effort and provide customers with more immediate status information.

Damian Stirrett, UK & Ireland Group Vice President and General Manager at ServiceNow, said the Irish market is moving quickly but unevenly.

"Irish organisations are modernising at pace, yet many still face rising security expectations and widening digital capability gaps, particularly among SMEs," said Stirrett. "As Ireland advances through its Digital Decade, leaders need platforms that deliver trust, scale and tangible results. By adopting the ServiceNow AI Platform, eir business is giving customers a governed, enterprise-grade environment that accelerates resolution, strengthens transparency and frees teams to focus on higher-value work."

Customer rollout is planned for later this year.