A travel agent feature helps employees plan trips, book travel, and manage expenses in one place. Unifying cross-departmental workflows can give CIOs advantages by reducing friction and speeding up automated approvals while improving employee experience. An agentic backend can gain more organizational context, improving accuracy for operations automation. Identity, reporting structures, cost centers, approvals, budgets, and role-based permissions become critical as AI automates tasks rather than only answering questions. When evaluating ITSM for Sana, CIOs should consider vendor lock-in risks and ensure the IT service workflow system can be linked to workforce and financial systems without requiring ownership by the system-of-record vendors.
"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. 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."
"Another new addition, the Travel agent, can help employees plan trips, book travel, and automatically manage expenses in one place, the company said."
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