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.”
However, Abhishek Mundra, associate practice leader at HFS Research, warned that CIOs evaluating ITSM for Sana should be wary of vendor lock-in. There’s value in linking the system running IT service workflows to the system of record holding workforce and financial data, but “it need not necessarily be owned by the system of record vendors,” he said.
