Xerox aims to expand its role beyond printing and document services. The company has announced Xerox IT as a Service, a platform built on ServiceNow that combines managed services, automation, technology procurement, and operational intelligence in a single environment for small and medium-sized businesses and mid-market organizations.
The offering arrives at a time when many companies manage dispersed infrastructure, juggling more tools than they can effectively control, facing cost pressures, and dealing with increasingly complex cybersecurity threats. Xerox presents its new ITaaS as a way to shift from a reactive, ticket-based, manual support model to more automated, predictive IT operations with self-healing capabilities.
An ‘Operating System’ for Managing Technology
Xerox IT as a Service is built on ServiceNow’s AI platform. The idea is to unify various functions that are normally spread across multiple providers, dashboards, spreadsheets, monitoring tools, and internal processes into a single system. For many SMBs, this fragmentation is a major issue: the technology is often available, but there’s no clear way to coordinate it effectively.
The platform integrates four main components. The first is intelligent operations, offering predictive monitoring and infrastructure with self-correction capabilities. The second is AI-driven automation aimed at reducing manual tasks. The third covers procurement and lifecycle management, providing visibility into assets, services, and technological needs. The fourth offers real-time intelligence through dashboards connecting IT performance with business outcomes.
| Xerox ITaaS Capabilities | Benefits for SMBs and Mid-Market Companies |
|---|---|
| Intelligent Operations | Predictive monitoring and faster incident response |
| AI-Powered Automation | Fewer manual tasks and more consistent workflows |
| Procurement & Lifecycle Management | Better control of assets, services, and renewals |
| Real-Time Insights | Dashboards connecting IT to business performance |
| ServiceNow Foundation | Process automation on a well-known enterprise platform |
Munir Gandhi, president of Xerox IT Solutions and CTO of Xerox, describes the launch as a shift in the business model. According to him, IT services have traditionally been delivered through people, tickets, and reactive workflows, but this approach no longer suffices for many organizations. His clear message: mid-sized companies need capabilities previously associated with large corporations, but without their usual complexity.
The focus isn’t solely on selling technical support. Xerox aims to position ITaaS as an operational layer connecting infrastructure, workflows, and real-time decision-making. In theory, this enables anticipation of issues, automation of repetitive responses, and reduction of manual processes that slow internal teams.
Why Target the SMB and Mid-Market Segment
The target audience choice is significant. Large enterprises have invested years in ITSM platforms, observability, automation, asset management, cybersecurity, and governance. Conversely, SMBs and mid-sized organizations often face similar challenges with less budget, fewer specialized staff, and greater reliance on external vendors.
Xerox sees an opportunity here. Many companies have grown with disconnected tools: one provider for support, another for hardware, another for software, security, and procurement. When incidents occur, the result is often a chain of tickets, calls, and partial diagnostics. A unified platform could help if it doesn’t add more complexity than it aims to eliminate.
ServiceNow provides the workflow backbone and AI capabilities. Xerox adds its expertise in managed services, infrastructure, and client relations. Jen Odess, head of partnerships and channels for ServiceNow Americas, states that this combination helps growing companies simplify technology management, reduce risks, and operate more efficiently.
Fresh Thyme Market is among the first clients. Its CTO, Craig Diggs, notes the company sought greater real-time visibility and more predictable operations as the business expanded. As always with initial client testimonials, this reflects the vendor’s perspective, and broader deployment data and metrics will be needed to assess progress.
Xerox Accelerates Its Shift Toward Services and AI
The launch aligns with Xerox’s broader transformation. Historically known for printers, copiers, and document services, the company has been working to strengthen its position as a provider of services, software, and technology for hybrid work environments. In 2025, Xerox acquired Lexmark, expanding its international footprint, printer portfolio, and managed services capabilities.
Xerox ITaaS marks another step in this evolution. It’s not just about selling devices or maintenance contracts but offering a recurring platform to operate technology. In a market where office hardware sales are slowing, managed services and AI-driven automation provide a route to more stable revenue streams.
This movement also reflects a broader trend: AI is beginning to enter IT not only as chatbots or assistants but as an operational automation layer. Vendors increasingly talk about systems capable of detecting patterns, anticipating issues, executing routine tasks, and helping to prioritize resources. The challenge will be ensuring this promise does not remain marketing rhetoric.
For SMBs, key questions include whether Xerox ITaaS genuinely reduces incident response times, enhances asset control, lowers costs, and simplifies vendor management. Equally important are how existing systems are integrated, what level of customization is possible, what data is processed, security guarantees, and how ROI is measured.
The Promise of Autonomous IT Needs Validation
The concept of autonomous operations is appealing, but it should not imply a complete replacement of IT teams. For most companies, automation will assist with routine tasks, monitoring, approval workflows, inventory, common tickets, or known remediations. Critical decisions related to architecture, security, budget, and continuity will still require human judgment.
Additionally, reliance on a single platform raises dependency concerns. Unifying processes can improve visibility and control, but it concentrates operational data with one provider. For regulated organizations or those handling sensitive data, reviewing contracts, data locations, integrations, permissions, and traceability is crucial.
Xerox IT as a Service is currently available in the US, with plans for global expansion in 2026. This international rollout will reveal whether the solution works beyond its initial market and whether the model adapts to the very different realities of SMBs across Europe, Latin America, and Asia.
The evolving IT managed services market is evident. Small and medium businesses no longer just want support when something breaks—they seek foresight, automation, security, well-organized procurement, and dashboards showing how technology impacts their business. Xerox is entering this space with a platform supported by ServiceNow and a message that AI can bring enterprise-grade capabilities to resource-constrained organizations.
The opportunity is clear. The challenge lies in turning the promise of autonomy into operations that are simpler, more measurable, and more reliable for companies that lack the time and personnel to manage additional layers of complexity.
Frequently Asked Questions
What is Xerox IT as a Service?
A managed IT services platform built on ServiceNow that combines automation, monitoring, tech procurement, asset management, and real-time intelligence.
Who is it for?
It’s targeted at SMBs and mid-market organizations seeking advanced operational capabilities without deploying complex platforms on their own.
What role does Artificial Intelligence play?
AI is used to automate workflows, provide predictive insights, reduce manual tasks, and move toward more autonomous IT operations.
Where is Xerox ITaaS available?
Currently in the US, with plans for global expansion throughout 2026.
via: news.xerox