Eir Business to modernise managed services in multi-million-euro ServiceNow deal
Eir Business and 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' managed services platform and unify service operations on the ServiceNow AI Platofmr.
It will also introduce advanced automation, AI assisted service, and integrated reporting to elevate customer experience.
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: A single portal for incident management, service requests and real-time updates.
AI assisted service and automation: Proactive issue detection, automated triage and accelerated resolution assisted service and automation.
Operational insights: Integrated dashboards and SLA analytics that support confident, data driven decisions.
Enhanced cyber resilience: Transparent, auditable service operations that strengthen trust and support compliance.
Enterprise grade governance: A secure, scalable platform aligned with the needs of public-sector bodies and large enterprises.
The strategic investment responds to growing market demand for AI powered self-service, robust service level agreement (SLA) performance tracking, and executive level dashboards, which are increasingly required in public sector tenders and large enterprise renewals.
“This partnership represents a major strategic investment in the future of managed services in Ireland,” said Susan Brady, managing director of Eir Business.
“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.”
Damian Stirrett, UK & Ireland group vice president and general manager at ServiceNow, said: "Irish organisations are modernising at pace, yet many still face rising security expectations and widening digital capability gaps, particularly among SMEs.
Damian Stirrett of ServiceNow.
“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."
The enhanced eir business managed services platform will be rolled out to customers later this year.
Photo: (l-r) Susan Brady and Eir CEO Oliver Loomes. (Pic: Julien Behal)
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