Workday conversational AI platform Sana for Workday is now ready to talk about IT Service Management (ITSM) automation as part of the company’s broader effort to help enterprises streamline workflows, especially across HR and finance, with autonomous AI agents.
The new Sana for ITSM capabilities are intended to automate workflows for employee on- and offboarding, access changes, and everyday IT requests.
Another new addition, the Travel agent, can help employees plan trips, book travel, and automatically manage expenses in one place, the company said.
The unification of cross-departmental workflows, according to Pareekh Jain, principal analyst at Pareekh Consulting, could provide significant advantages to CIOs: “If HR, finance, onboarding, access requests, payroll, travel, and IT support are tied together in one platform, enterprises can reduce friction, automate approvals faster, improve employee experience.”
“At the same time, Sana’s agentic backend will also get more organization context and can be more accurate, which is increasingly becoming important for CIOs trying to automate operations with agents,” Jain said. “Identity, reporting structures, cost centers, approvals, budgets, and role-based permissions become critical when AI starts automating tasks instead of just answering questions.”
