HCLSoftware Unveils HCL BigFix Service Management, Transforming Enterprise Workflows with Agentic AI

NOIDA, India (July 31, 2025) HCLSoftware, a global leader in enterprise software solutions and the enterprise software division of HCLTech, today announced the expansion of its flagship BigFix portfolio with the launch of HCL BigFix Service Management (formerly HCL SX)—a next-generation, AI-powered service management platform. The groundbreaking release introduces a new era of intelligent, autonomous service management, powered by advanced Agentic AI capabilities, enabling enterprises to predict, prevent, and resolve issues proactively.

Powered by Agentic AI, the platform leverages autonomous digital agents that analyze and recommend and initiate actions such as streamlining processes, accelerating response, and continuously adapting to changing service dynamics. These agents work in tandem with predictive models and natural language processing to proactively identify potential risks, anticipate service demands, and drive real-time decisions, thus eliminating delays associated with human intervention and enabling service management that responds in real time to user behavior, system alerts, and shifting priorities.

As organizations face growing pressure to enhance service velocity and efficiency while reducing operational complexity, HCL BigFix Service Management delivers proven results. Customers report up to a 40 % quicker resolution, up to 88 % faster deployment, and up to 70 % reduction in total cost of ownership, demonstrating significant improvements in operational efficiency and service delivery.

Navin Sabharwal, Executive Vice President and Portfolio General Manager, HCLSoftware, said: "This launch marks a pivotal advancement in our vision of autonomous service management in action. With Agentic AI at its core, HCL BigFix Service Management applies human-like decision-making, autonomously executes tasks, and optimizes service outcomes at scale. This isn't merely about accelerating incident response. It's about fundamentally orchestrating service delivery that continually learns and improves, setting a new standard for efficiency and resilience in our operations.”

The rebranding to HCL BigFix Service Management reflects a strategic move to align service management with HCLSoftware’s broader BigFix portfolio, which delivers unified capabilities in endpoint and asset management. This approach delivers a seamless experience for customers managing infrastructure and service operations through a single intelligent platform.

“At HCLSoftware, we believe real enterprise transformation is unlocked through seamless convergence of intelligent service management, AI-driven automation, and comprehensive endpoint control,” said Rajiv Shesh, Chief Revenue Officer, HCLSoftware. “With HCL BigFix Service Management and Agentic AI, we’re setting a new industry standard — enabling organizations to move from reactive to predictive, and from complex to autonomous operations. This approach doesn’t just solve problems faster; it elevates efficiency and resilience, empowering enterprises to stay ahead in a rapidly evolving digital world.”

This unified approach directly supports HCLSoftware's XDO Blueprint (Experience, Data, and Operations) vision by integrating service management with infrastructure operations. The platform exemplifies XDO's goal of intelligent, unified operations that deliver predictive outcomes rather than reactive responses.

HCL BigFix Service Management is purpose-built for managed service providers and enterprise IT teams seeking to modernize their service delivery with embedded intelligence, contextual automation, and deep operational insight. From forecasting incidents and mitigating SLA risks to optimizing agent workloads, the platform empowers organizations to automate low-value tasks, improve agent productivity, and scale service delivery without additional headcount.