Tech Features
From Fire-Fighting to Innovation: How Services-as-Software Powers Outcome-Based Innovation

By Kalyan Kumar, Chief Product Officer, HCLSoftware

Amid the rise of agentic AI, the enterprise technology landscape is quietly transforming as the boundaries between software and services rapidly blur. Organizations are adopting autonomous AI agents to streamline workflows, automate tasks at scale, and accelerate business outcomes.
Gartner predicts that by 2028, 33% of enterprise software applications will embed agentic AI – up from less than 1% in 2024 – enabling 15% of day-to-day work decisions to be made autonomously.
This paradigm shift is prompting businesses to rethink success through enhanced experiences, operational efficiency, and simplified complexity, driving continuous improvement, sustained growth, and measurable value.
It’s Time for a Fundamental Reset
Enterprises face a pivotal moment: traditional service models no longer suffice. A majority of leaders are actively reassessing their vendor relationships, with 72% targeting IT services contracts and 62% focusing on software and SaaS agreements for renegotiation.
This signals a strategic shift away from incremental fixes toward embracing Services-as-Software — a customer-centric paradigm that goes beyond conventional pricing and paves the way for value co-creation and outcome-based engagements, enabling companies to balance the risk and reward to maximize returns on digital investments
In a market often constrained by vendor lock-in and SaaS bloat, the Services-as-Software model emphasizes key quality metrics such as transparent total cost of ownership (TCO), clear ROI, and risk mitigation to help CXOs better evaluate their software investments.
This framework drives tangible business outcomes, empowering organizations to balance growth with cost efficiency through enhanced TCO visibility. For instance, autonomous agents in IT Service Management can be evaluated using outcome-focused metrics such as customer satisfaction (CSAT), resolution times, and speed-to-market — providing compelling insights into value delivery and operational performance.
Similarly, in the high-stakes security operations, where SecOps teams face alert overload, agentic AI offers a major advantage. It autonomously analyzes, categorizes, and prioritizes security incidents, providing triage notes in real-time to empower informed responses. By emphasizing agent accuracy against human benchmarks, reducing time-to-resolution, and ensuring compliance, this approach delivers measurable outcomes that drive tangible business value.
Agentic AI’s Impact on IT Spend
In the face of these strategic market shifts, IT budgets are being fundamentally restructured. As organizations accelerate agentic AI adoption, CXOs must carefully balance budget constraints with the imperative to achieve measurable business outcomes. This challenge is further amplified in today’s complex enterprise landscape, characterized by multi-cloud, multi-vendor environments where vendor lock-in and data dependencies persist.
Enterprises cannot simply rip and replace to give way for new systems – making the need for interoperable, outcome-focused solutions more critical than ever. Moreover, traditional business processes remain largely deterministic and rules-based, while functions are probabilistic.
The Intelligence Economy requires interconnected systems — spanning data, processes, and intelligent agents—that can orchestrate workflows seamlessly across agents, robots, and humans, and adapt dynamically in real time, all underpinned by strong human governance.
From IT Spend to Business Value: The Services-as-Software Revolution
So, how can enterprises optimize IT budgets and fully capitalize on agentic AI? The answer lies in building the right foundation — a key imperative for achieving real business impact.
Looking ahead to an agentic-powered future, HCLSoftware outlines an intelligence fabric of Services-as-Software via Agents of Action – a customer-centric, value-driven, pragmatic, outcome-based approach. Instead of completely reimaging operations, it provides a practical pathway to outcome-based transformations at scale.
Anchored by the XDO Blueprint — which integrates Xperience, Data, and Operations — it provides a realistic roadmap for transformation with Agents of Action underpinned by human-in-the-loop governance to deliver business outcomes continuously, intelligently and invisibly.
Building the XDO Enterprise: Real-World Agentic AI Use Cases
Let’s explore how real-world implementations of agentic AI can revolutionise enterprise operations across the three critical domains.
- Reimagining experience (X): Marketers and CX leaders often struggle with fragmented workflows that reduce productivity and campaign effectiveness. Multi-agent AI platforms unify predictive and generative AI to streamline fragmented marketing workflows. This enables automated data analysis, insights generation, and customer segmentation via natural language, boosting campaign effectiveness and productivity.
- Fueling data insights (D): Picture a scenario where a user needs to understand how monthly active users (MAUs) and churn correlate over a period of two years. AI agents democratize data by automating complex analyses like correlating MAUs and churn over years. By quickly identifying patterns and recommending retention strategies, AI agents can replace weeks of manual data science work with self-service analytics, delivered in minutes.
- Reinventing service management (O): IT service management teams contend with overwhelming alert volumes, and lengthy resolution times. In this scenario, autonomous incident resolution uses three AI agents: Diagnosis (detects anomalies), Resolver (executes fixes), and Incident Manager (orchestrates workflow/escalates). This reduces mean time to resolution by handling most incidents without human intervention and continuously improving response rate.
- Transforming SecOps (O): HCL AppScan RapidFix exemplifies how agentic AI transforms security operations from reactive to proactive intelligence. Through two autonomous agents —SAST Autotriage for vulnerability assessment and SAST Autofix for generating code fixes for issues detected, the agentic-powered system accelerates triage by reducing manual efforts, cuts remediation time and addresses security backlogs, giving immediate and tangible ROI to companies.
The Gulf Advantage: Accelerating Value Through XDO Blueprint
The XDO Blueprint drives a powerful flywheel effect – enhanced experiences yield richer data, which optimizes operations. This is not a linear progression but a compounding cycle that accelerates organizational capabilities over time.
This continuous improvement model is especially critical in regions with ambitious transformation agendas. In the Middle East, where visionary initiatives like ‘We the UAE 2031’ call for sustainable, long-term transformation, the XDO Blueprint offers a strategic framework perfectly aligned to meet these demands.
Building Pragmatic Sovereign Solutions
The cornerstone of successful AI-driven transformation is responsible implementation. While a raft of solutions promise to deliver the silver bullet that brings us closer to AI utopia, true business impact is achieved by establishing a solid foundation grounded in explainability, governance, and data sovereignty.
In the Gulf region, where data privacy and ethical AI usage are paramount, the XDO Blueprint integrates compliance at the core of its architecture —making it a strategic enabler, not an afterthought. This ensures that innovation moves forward without compromising on trust.
Tech Features
AI and Digital Currencies Transform MENA Into Rising Fintech Leader

By Naser Taher, Chairman of MultiBank Group

The Middle East and North Africa (MENA) region has become the leading laboratory for financial innovation, where artificial intelligence (AI), central bank digital currencies (CBDCs), and sovereign wealth fund (SWF) strategies converge to reshape global cash flows. According to the World Economic Forum, venture capital investments in MENA grew by about 33% a year from 2015 to 2023, with funding reaching $644 million in 2024. This surge reflects deliberate efforts to position the region as a fintech powerhouse for the new economy.
One of the most significant developments is the strategic collaboration between the Abu Dhabi Investment Office (ADIO) and the Trump Organization to establish an AI and Web3 Free Zone. The $6.6 billion initiative aims to attract global tech firms, AI researchers, and fintech ventures to the UAE, further cementing MENA’s leadership in next-generation digital infrastructure.
Machine learning algorithms now process trades worth billions on Saudi Arabia’s Tadawul exchange daily, while automated risk assessment systems evaluate loan applications in real time from Dubai to Riyadh. Saudi Arabia’s Financial Sector Development Program has embedded AI throughout its capital markets ecosystem as part of Vision 2030’s broader economic transformation. PwC analysis projects this technological integration will generate almost $135 billion for the country’s economy by 2030, fundamentally altering how banks manage liquidity, assess credit risk, and compete regionally.
Central banks across the Gulf have moved beyond theoretical frameworks into live testing of digital currencies. The UAE’s Digital Dirham is set to enter retail circulation through licensed banks and fintech companies by late 2025, enabling near-instant cross-border payments where traditional banking requires days and charges hefty fees. Meanwhile, Saudi Arabia and the UAE have jointly piloted Project Aber, issuing a single wholesale CBDC.
Gulf SWFs are reshaping the region’s infrastructure landscape, no longer content with simple portfolio plays. These institutions now control $4.9 trillion in assets, with projections reaching $7.3 trillion by 2030. In the first nine months of 2024, they accounted for 40% of all international SWF transactions, deploying $55 billion across 126 deals. Notably, Abu Dhabi’s Investment Authority and Saudi Arabia’s Public Investment Fund (PIF) are increasing allocations to blockchain and digital projects. In Qatar, the Qatar Investment Authority is working through the Qatar Financial Centre’s new Digital Asset Regulations 2024 to trial real-world asset tokenization.
Alongside these public sector moves; private institutions are also innovating on a scale. MultiBank’s new Electronic Communication Network (ECN) will introduce the Gulf’s first interbank trading and prime brokerage ecosystem, linking BRICS and GCC jurisdictions. Designed to compete with Western counterparts such as Bloomberg and Reuters, it connects conventional trading desks to machine-driven order routing and the MultiBank Chain’s tokenization layer. Cross-border deals become faster, safer, and more transparent, with settlements possible in gold or a mix of currencies instead of U.S. dollars alone. By opening the door to tokenized real-world assets and other decentralized products, the network sharpens the Gulf’s bid to serve as a global finance hub.
However, important challenges remain. Fintech ventures still need to navigate a maze of rules that shift from one border to the next; a single, region-wide framework would let ideas—and capital—move faster. As more money flows online, hackers gain fresh openings, and cybersecurity becomes even more critical. And while Gulf youth embrace tech with ease, the GCC needs far more specialists who can work with blockchains, train risk models, and secure CBDC payment rails. That calls for a push on everything from university courses to mid-career reskilling.
The next breakthrough won’t come from technology alone but from how well policymakers, entrepreneurs, and the sovereign heavyweights backing them work in sync. CBDC pilots are live, AI already guides trading desks, and deep pools of patient capital sit ready to fund new ideas. If the region’s key players keep pulling in the same direction, the Gulf won’t just join the digital finance conversation—it could end up leading it.
Tech Features
Unleash Unmatched Cyber Defense: Sophos Firewall v21.5’s Breakthrough NDR-Essential


Sophos, a global leader in innovative security solutions for defeating cyberattacks, recently announced an update to its Sophos Firewall. Now, Sophos Firewall includes Sophos NDR Essential—free for all customers with an XStream Protection license.
With this integration, Sophos Firewall leverages two dedicated artificial intelligence engines to detect malware communications and algorithmically generated domain names. This new capability, powered by the Sophos Network Detection and Response probe, identifies previously unknown threats and complements the Active Threat Response features already in place.
According to Chris McCormack, Senior Product Marketing Manager at Sophos, “NDR traffic analysis requires substantial processing power. That’s why we’ve adopted a new approach by deploying an NDR solution in Sophos Cloud to offload the heaviest tasks from the firewall.”
Sophos Connect Integrates EntraID for SSO
The VPN client bundled with Sophos Firewall now supports EntraID (Azure AD) for single sign-on. This enhancement secures SSL and IPsec VPN connections and improves user experience by adding multi-factor authentication for both Sophos Connect and the user portal.
Other VPN-related improvements include:
- –Intuitive interface updates: “Site-to-site” is now “policy-based,” and “route-based” tunnel interfaces are renamed for clarity.
- –Dynamic IP pool validation: Prevents address conflicts across SSL VPN, IPsec, L2TP, and PPTP.
- –Strict profile enforcement: Excludes default IPsec profile values to ensure algorithm synchronization and eliminate session negotiation issues.
- –Enhanced scalability: Supports up to 3,000 route-based VPN tunnels, 1,000 SD-RED site-to-site tunnels, and 650 concurrent SD-RED devices.
Additional Management Enhancements
Furthermore, Sophos has rolled out several management improvements to streamline daily operations:
–Flexible IPv6 DHCP-PD: Supports /48 to /64 prefixes for better ISP compatibility.
–RA and DHCPv6 server enabled by default: Simplifies IPv6 deployments.
–Resizable table columns: Improves the admin interface on ultra-wide screens.
–Advanced search: SD-WAN routing and local ACL rules now support name, ID, and content-based searches.
–Default configuration updates: Only the default network and MTA rules are provided; custom gateway probes and rule groups default to “None.”
Secure by Design
Moreover, Sophos continues to harden its firewall platform with a secure-by-design approach. Specifically, features are containerized, and integrity checks on critical OS files use mathematical checksums—any mismatch triggers an alert. Consequently, monitoring teams can swiftly identify potential compromises and react accordingly.
Availability
Customers can download and deploy this update manually on any Sophos Firewall with a valid license.
For more on Sophos’s Middle East strategy, check out our previous coverage:
Sophos Announces Intent to Expand Middle East Operations with New Data Center in the UAE
Tech Features
Driving the Future: How Logical Data Management Powers EV Innovation in the UAE


Logical data management is revolutionizing EV production in the UAE by replacing slow, siloed systems with a virtualized data layer. Consequently, manufacturers like Seres report an 88% reduction in data delivery time, empowering on-shop-floor decision-making and accelerating Industry 4.0 initiatives.
The Rise of Logical Data Management in EV Manufacturing
Under the UAE’s Operation 300bn strategy, EV production faces surging data volumes. Traditional ETL pipelines buckle under real-time demands. By contrast, logical data management—often called data virtualization—creates a semantic layer that unifies multiple stores without replication. This approach slashes latency, reduces storage overhead, and accelerates analytics across design, production, and operations.
Limitations of Traditional Data Systems for EV Production
Legacy batch-driven data warehouses delay critical actions. In a high-stakes assembly line, even millisecond lags can compromise quality or safety. Moreover, centralized silos inflate storage and governance costs, especially under strict UAE data-sovereignty laws. Static architectures simply cannot keep pace with AI-driven analytics or digital twin simulations.
Adopting Logical Data Management for Real-Time Insights
Firstly, Logical data management platforms (Denodo) let shop-floor teams query live data instantly. For example, EV manufacturer Seres cut data delivery time by 88% and built 600+ self-service analytics apps. Furthermore, virtualized data services simplify compliance with role-based security, ensuring governed access to sensitive vehicle-PII under UAE regulations.
Implementation Strategy for Logical Data Management
1-Identify critical data sources affecting safety, cost, and sustainability
2-Pilot virtualization on latency-sensitive processes such as battery-pack assembly
3-Enforce governance policies to maintain data integrity and security
4-Train non-technical staff on user-friendly analytics tools
5-Monitor production metrics improvements to scale across the factory
Additionally, regular reviews help refine and scale each phase effectively.
Future Outlook for Logical Data Management in the UAE EV Market
Looking ahead, as the EV sector grows beyond the current US$1.8 billion market, data becomes as vital as any physical component. Therefore, by valuing data on par with hardware, UAE factories can slash defects, boost efficiency, and maintain a competitive advantage. Consequently, early adopters of logical data management will lead the next wave of automotive innovation.
For more on cutting-edge EV innovations in the region, check out our feature:
NIO’s Industry-Leading Innovations Set New Benchmarks for Intelligent Premium Electric Mobility
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