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

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Services-as-Software

By Kalyan Kumar, Chief Product Officer, HCLSoftware

a portrait of Kalyan Kumar, Chief Product Officer, HCLSoftware
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.

  1. 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

THE BEAUTIFUL GAME, FOR EVERYONE: HOW TECHNOLOGY REWROTE THE RULES OF FOOTBALL FANDOM

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By: Jason Ou, President at Hisense MEA

As the FIFA World Cup 2026 final approaches this week, we reflect on a tournament that transformed how millions experienced the sport, from living room stadiums to quiet spaces in packed arenas

As we count down the final hours before this week’s showpiece final, the FIFA World Cup 2026 has delivered 103 matches across 16 cities, and with it, a reimagining of what “experiencing football” means.  Hisense served as the official and exclusive Video Assistant Referee (VAR) Review TV Provider for the entire tournament across the United States, Canada, and Mexico. Every controversial offside call. Every penalty review that had fans screaming at their screens. Every red card confirmation that shifted the momentum of a knockout match. The technology referees used to make those match-defining decisions ran on Hisense RGB MiniLED displays. The Video Operation Room in Zurich was upgraded specifically with these screens because VAR officials needed “clear and authentic restoration of live match footage.”

And it delivered.

Two parallel revolutions unfolded across this tournament: one that transformed homes into legitimate viewing destinations, and another that finally opened stadium doors to millions who’d been locked out for decades.

Hisense made an argument before kickoff: the home viewing experience could, in some ways, surpass what you’d get at the stadium itself. If the technology was precise enough for officiating decisions scrutinized by billions and debated across social media within seconds, it was good enough for living rooms worldwide.

For those who invested in the L9Q TriChroma Laser TV, everyday living spaces became premium match-day destinations throughout the tournament. With ultra-large displays up to 200 inches, fans followed every run, pass, tackle, and goal with remarkable clarity.

The flagship UXS RGB MiniLED TV, powered by breakthrough RGB MiniLED technology that delivers exceptional color accuracy, brightness, and contrast, brought fans closer to every moment on the pitch and created a more immersive and lifelike viewing experience for sports, entertainment, and gaming.

The Party Everyone Could Finally Join

For millions of fans living with autism, PTSD, dementia, anxiety, and other sensory processing conditions, the stadium experience had remained firmly out of reach, a party they could hear from outside but never truly join. This tournament changed that.

At this year’s tournament, all 16 host stadiums featured dedicated sensory rooms, making this the first-ever Sensory Inclusive FIFA World Cup. Hisense collaborated with FIFA and KultureCity to install these spaces across every venue in the United States, Canada, and Mexico, and they were used.

As Hisense continues pushing boundaries, making every match feel bigger, every celebration more immersive, and every memory more unforgettable, one truth has emerged from this tournament: the hierarchy of World Cup viewing has been expanded, making room for everyone who loves the beautiful game.

This week, as billions watch the final from living rooms with 300-inch screens and fans with sensory needs take their seats in the stadium, football’s promise will be fulfilled. The beautiful game. Finally, for everyone.

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Tech Features

HOW AI IS RESHAPING HIGHER EDUCATION, AND WHY UNIVERSITIES MUST REINVENT THEMSELVES

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By: Prof. May El Barachi, Dean & Full Professor, University of Wollongong in Dubai

Artificial intelligence is no longer a future technology. It has become part of our everyday lives almost overnight. Whether we are writing emails, analysing data, generating code, creating presentations, or conducting research, AI has fundamentally changed how knowledge is created and consumed.

For higher education, this represents one of the biggest disruptions since the arrival of the internet.

Much of today’s conversation revolves around a simple question: Will AI replace educators?

I believe we are asking the wrong question.

The real question is whether universities can reinvent themselves quickly enough to prepare graduates for an AI-first world.

Having worked extensively with generative AI technologies, I see AI not as a replacement for education, but as an extraordinary opportunity to redefine it. From One-Size-Fits-All Learning to Personalized Education.

Traditional education has largely been built around standardized delivery: one lecturer, one classroom, one pace, and one curriculum for every student.

AI changes that equation.

For the first time, every learner can potentially have access to an intelligent learning companion available 24 hours a day. AI tutors can explain difficult concepts, generate additional practice exercises, adapt explanations to different learning styles, provide immediate feedback, and support students until genuine understanding is achieved.

Instead of asking students to adapt to education, education can finally adapt to students. This has important implications for accessibility, allowing high-quality learning experiences to reach individuals regardless of geography or socioeconomic background.

In many ways, AI has the potential to become the great equalizer in education.

Teaching Students How to Think; Not What to Memorize

At the same time, AI forces universities to rethink their educational philosophy.

When information is instantly accessible, memorization becomes less valuable.

Future graduates will be judged less by what they know, and more by how effectively they can solve problems, evaluate evidence, think critically, collaborate, communicate, and exercise sound judgement. This means assessment methods must evolve as well.

Rather than rewarding students for reproducing information that AI can generate in seconds, universities should increasingly emphasize authentic projects, real-world problem solving, teamwork, creativity, ethical reasoning, and applied learning. Ironically, AI may push higher education to become more human, not less.

Educators Are Becoming AI-Enabled Mentors

There is growing concern that AI will eventually replace lecturers. I see the opposite happening.

The educator’s role is becoming even more important; but it is changing.

Rather than acting primarily as transmitters of knowledge, educators are evolving into mentors, coaches, facilitators, and critical thinking partners who help students interpret information, challenge assumptions, and develop professional judgement.

To do that effectively, universities must invest heavily in AI literacy. Faculty need more than basic familiarity with AI tools. They must understand how these systems work, their limitations, their biases, and how they can be integrated responsibly into teaching, assessment, and research. AI literacy is rapidly becoming as fundamental as digital literacy was twenty years ago.

Preparing Graduates for an AI-First Workforce

Perhaps the biggest transformation is happening outside the classroom. Virtually every profession; from healthcare and finance to engineering, education, law, and government; is being reshaped by AI.

Graduates entering the workforce will collaborate with intelligent systems every day. This requires a new combination of technical and human capabilities. Understanding AI, data, automation, and digital technologies will become essential across disciplines. Equally important will be creativity, emotional intelligence, leadership, adaptability, ethical decision-making, and lifelong learning. The most successful professionals will not compete against AI. They will learn how to work alongside it.

Looking Ahead

The future university may look very different from today’s institution. Degrees are likely to become more modular and flexible, complemented by stackable micro-credentials that allow professionals to continuously update their skills throughout their careers.

Immersive technologies such as virtual and augmented reality will create richer learning experiences, while learning analytics will enable institutions to identify struggling students earlier and provide personalized support. Education will become increasingly global, connected, and lifelong.

The Human Advantage

Despite all these technological advances, one thing remains unchanged. Education has never been solely about transferring knowledge. It is about inspiring curiosity, building confidence, developing character, nurturing empathy, and preparing individuals to make meaningful contributions to society.

No algorithm can replace the inspiration of a great teacher or the mentorship that shapes a student’s future.

AI should not diminish the human element of education. It should amplify it.

The universities that thrive over the next decade will not be those that simply adopt AI tools. They will be those that successfully combine technological innovation with the uniquely human qualities that no machine can replicate. Because ultimately, the future of higher education is not about artificial intelligence. It is about human intelligence; enhanced by AI, guided by educators, and applied to solve the world’s most complex challenges.

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Tech Features

How the power sector can attract the next generation of STEM talent

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By Amjad Alqaqaa – Vice President – MEAI

Power sectors around the world are undergoing rapid transformation. Digital technologies, advanced materials, and the shift towards lower-carbon energy are reshaping how power plants and critical infrastructure are designed, operated, and maintained. Yet one persistent challenge continues to hold the sector back: a shortage of people with the right engineering and technical skills.

As the UAE continues to advance its ambitions as a leading hub for innovation and technology, there is an increasing need to strengthen and future-proof STEM capabilities to keep pace with evolving industry demands. According to a report by STEM workforce consultancy SThree, 40% of STEM professionals in the UAE believe that upskilling and reskilling are the most effective ways to boost productivity and competitiveness. While more than a third (32%) point to skills shortages as a barrier to productivity, highlighting a clear gap between workforce capabilities and industry needs.

Additionally, data from the Hays 2026 US Salary & Hiring Trends Guide indicates that companies in the UAE are starting to slow down recruitment and instead are investing in the skills of their existing workforce, with around 42% of employers prioritising upskilling over hiring.

Research from LinkedIn also suggests demand for green skills is rising much faster than supply, highlighting a widening gap between the skills needed for the energy transition and the talent currently available in the workforce.

For power generation companies, this is more than a recruitment issue. Skills shortages can impact equipment reliability, delay maintenance programmes, and slow the deployment of new technologies. In a sector where uptime, safety, and efficiency are critical, having the right expertise in place is essential.

At the same time, interest in STEM subjects among young people has fallen in recent years.  This weakens the future talent pipeline. This means companies must do more to attract and develop STEM talent.

Showing young people what engineering looks like today

One of the challenges is perception. Many young people still associate engineering with traditional industrial roles, rather than the highly advanced, technology-driven careers available today.

Today’s engineers work with advanced digital tools, automation systems, and real-time monitoring technologies. In the power sector, they help keep turbines, pumps, and other critical systems running efficiently. They also work on challenges linked to sustainability, energy efficiency, and emissions reduction.

To address this gap, employers must play a more active role in educating emerging talent about the career opportunities in the sector. That means working more closely with schools, colleges, and universities to showcase the wide range of careers available across engineering and energy.

Partnerships between industry and academia play an important role here. For example, John Crane works closely with the University of Sheffield to support research and PhD programmes in areas such as materials science and engineering. Collaborations like this help connect academic research with real industrial challenges and encourage more students to consider careers in engineering.

These partnerships also help ensure that new research translates into practical solutions that can support industries such as power generation.

Why apprenticeships matter

Alongside academic pathways, apprenticeships are another key way to attract new talent into engineering.

They offer a practical, accessible route into engineering, allowing individuals to gain hands-on experience while working towards recognised qualifications. For employers, apprenticeships provide an opportunity to develop skills aligned to real operational needs, from maintenance and reliability engineering to digital and software capabilities.

But apprenticeships are not only for new recruits. They can also help people who are already in work develop new skills. Programmes linked to areas such as leadership, project management, and digital technologies allow employees to adapt as roles change and technology evolves.

This matters because the skills challenge is not only about bringing new people into the sector. It is also about helping the existing workforce build the capabilities needed for the future.

Building the right skills through training partnerships

Developing a skilled workforce requires more than internal programmes alone. Strong partnerships with external training providers are essential to ensure employees gain the specialist knowledge needed in highly technical environments.

Working with a network of training providers enables organisations to deliver structured learning alongside on-the-job experience. This approach ensures that training remains aligned with real operational challenges, including maintaining equipment reliability, improving efficiency, and meeting evolving safety standards.

Reaching a broader talent pool

Engineering companies need to widen their outreach and look beyond traditional recruitment channels. This includes engaging with students earlier and encouraging people from different backgrounds to consider technical careers.

In addition, requalification programmes are increasingly important in some regions. For example, in the Czech Republic, targeted requalification initiatives are helping individuals transition from other industries into engineering roles, providing a practical route to address skills shortages while bringing valuable experience into the sector.

Ensuring training programmes cater to a wide range of people with varying levels of experience can upskill new and existing workers and build a healthier talent pipeline. Providing that support is an investment that helps create a stronger, more resilient workforce in the long term.

Building the workforce of the future

The power sector plays a central role in driving the global energy transition. In the Middle East, this transition is expected to drive demand for a wide range of engineering roles, particularly in renewable energy, grid infrastructure, and related technologies, highlighting the need for targeted training and workforce development programmes to equip both new entrants and existing workers with relevant technical skills.

Engineers and technicians will be needed to maintain power plants, improve equipment performance, and develop new energy technologies. But these goals will only be possible if the industry has access to the right skills.

To achieve this, companies must think differently about talent. Strengthening collaboration with educators, improving outreach to diverse talent, and offering practical training routes such as apprenticeships all play an important role in addressing the STEM skills gap.

Apprenticeships alone will not solve the skills gap. But when combined with research partnerships and targeted workforce development, they can play a major role in rebuilding the STEM talent pipeline. By investing in people and skills today, the power sector can build the workforce it needs to support a more reliable and sustainable energy system for the future.


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