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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. 

Spotlight

Clarity Before Compute: Why AI Strategy Must Come Before Infrastructure

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Enterprise AI has entered a new phase. The conversation is no longer centred on whether organisations should invest in artificial intelligence, but on how they can transform that investment into measurable business value.

By: Mohammed Hilili – General Manager, Lenovo Gulf

Across the GCC, enterprises are moving beyond experimentation. Pilot projects are giving way to enterprise-wide deployments as organisations seek to integrate AI into customer experiences, business operations, software development, cybersecurity and decision-making. Yet despite growing investment, many AI initiatives continue to struggle to deliver the outcomes leadership teams expect.

In my experience, the reason is rarely the technology itself. More often, organisations begin with the wrong conversation.

Too many AI discussions start with infrastructure specifications, GPU availability or the latest foundation models. These are undoubtedly important decisions, but they are not the first ones organisations should make.

The first question is much simpler.

What business problem are we trying to solve?

Without a clear answer, AI initiatives often remain isolated demonstrations of technical capability rather than platforms capable of delivering sustainable business value.

From AI Pilots to Enterprise Platforms

Across industries, organisations have spent the past two years experimenting with generative AI. Many have successfully launched departmental pilots that demonstrate what AI can achieve within a controlled environment. The greater challenge now lies in scaling those experiments across the enterprise.

That transition requires far more than additional computing power. It demands clear governance, high-quality data, well-defined business objectives and an architecture capable of supporting continuous growth. Successful AI adoption is increasingly becoming an organisational transformation exercise rather than simply another technology deployment.

Business Strategy Before Infrastructure

I recently worked with a leading regional financial institution looking to strengthen its research and development capabilities through AI. The ambition was clear, but many practical questions remained unanswered.

How much computing capacity would the organisation require? Which GPU architecture would support both current and future workloads? How could the environment remain scalable as AI adoption expanded across the business?

These may appear to be technology questions. In reality, they are strategic business decisions with long-term operational consequences.

Instead of beginning with hardware selection, we started by understanding the organisation’s objectives. Together with the leadership team, we assessed AI readiness, identified priority business outcomes and defined what success would look like before discussing infrastructure.

Only after establishing that foundation did we determine the appropriate compute resources, architectural approach and deployment model required to support long-term growth.

The result was not simply a successful implementation but an AI platform capable of evolving alongside the organisation’s ambitions.

AI Readiness Extends Beyond Technology

Many organisations still view AI readiness primarily through the lens of infrastructure. In reality, readiness begins much earlier.

Leadership alignment, data quality, governance frameworks, cybersecurity, skills development and measurable business outcomes all influence whether an AI initiative succeeds or stalls. Infrastructure remains essential, but it should support strategy rather than define it.

The organisations achieving the strongest results are those treating AI as a long-term business capability rather than a series of disconnected technology projects.

Building for a Hybrid AI Future

Enterprise AI environments are also becoming increasingly hybrid. Certain workloads will remain on-premises to address latency, compliance or data sovereignty requirements, while others will leverage the scalability of public cloud environments.

This makes architectural flexibility increasingly important. Organisations need infrastructure strategies capable of supporting multiple deployment models while allowing AI workloads to evolve alongside changing business priorities.

Selecting technology is therefore no longer simply about purchasing hardware. It is about building an adaptable foundation capable of supporting continuous innovation over many years.

The GCC Opportunity

The GCC is uniquely positioned to accelerate enterprise AI adoption. Governments across the region continue investing heavily in digital transformation, sovereign AI capabilities and next-generation cloud infrastructure while strengthening regulatory frameworks around data governance and cybersecurity.

These investments provide organisations with an increasingly mature environment in which to deploy AI at scale. However, long-term success will depend less on access to technology than on the ability to align AI investments with clear operational priorities and measurable business outcomes.

As AI becomes embedded within core enterprise operations, leadership decisions made today will determine competitive advantage for years to come.

Why Clarity Still Comes Before Compute

Technology will continue evolving at remarkable speed. New AI models, specialised processors and deployment approaches will continue reshaping the enterprise landscape.

What will remain constant is the importance of making the right decisions before investing.

At Lenovo, this philosophy shapes how we work with customers. We believe AI is not simply a product to deploy, but an organisational capability that develops over time. By combining advisory expertise with infrastructure, lifecycle services and long-term planning, organisations can reduce uncertainty, optimise investment and build AI platforms that continue creating value as business needs evolve.

The organisations that lead in the AI era will not necessarily be those with the largest AI budgets or the most powerful infrastructure. They will be those that begin with business clarity, build the right foundations and scale with purpose.

Because in enterprise AI, infrastructure enables transformation—but clarity makes it possible.

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Why UAE organisations cannot afford to get their AI storage strategy wrong

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BY: Owais Mohammed, Regional Lead & Sales Director at WD for the Middle East, Africa, Turkey, and the Indian Subcontinent

The UAE’s ambition to become a global AI powerhouse is well established. Government investment is flowing, infrastructure is scaling, and organisations across every sector are accelerating their AI programs. But beneath the strategic announcements and the technology deployments, a fundamental question goes unanswered: is the data storage infrastructure underpinning all this built for what comes next?

For many organisations, the honest answer is: not yet. Storage is rarely the first conversation in an AI strategy discussion. It tends to be treated as a commodity decision made late in the planning cycle, long after the headline architecture choices like GPUs/CPUs have been made. That approach made sense in simpler times, but not in today’s data-driven AI economy.

The scale of what is coming

To understand why, organisations need to understand the sheer data volume that is coming their way. Global data creation is forecast to rise to 718.5 Zettabytes (ZB) through 2030 (IDC source: Market Forecast: IDC Global DataSphere Forecast, 2026-2030, June 2026, Doc #US53425426), more than tripling in five years.

AI is both a driver and a consumer of this growth. Every model trained, every inference run, every data pipeline operating continuously across a distributed architecture is generating and demanding access to data at a scale that earlier generations of infrastructure were not designed to support.

Businesses that will absorb this growth successfully are not those with the fastest individual components. They are those with architectures designed to handle volume, variety, and velocity simultaneously, at a cost that remains economically sustainable as scale increases. That is the storage strategy challenge that needs to be addressed upfront and not as an afterthought.

Why a single technology cannot solve it

A common mistake is to frame the storage decision as a technology choice: SSDs versus HDDs, flash versus spinning disk, performance versus capacity. The world’s most sophisticated storage operators, including hyperscalers and major cloud service providers, have already moved past this framing. They do not choose one technology. They deploy multiple of them, in a tiered architecture that places data on the medium best suited to its requirements.

The logic is straightforward. SSDs deliver the high IOPS and low latency that real-time, performance-critical applications demand. HDDs provide the massive capacity and cost efficiency required for the vast middle tier of active and warm data, and currently continue to represent approximately 63% of worldwide installed storage capacity through 2030. Tape generally handles archival, regulatory, and compliance workloads where retrieval times of hours or days are acceptable, representing just under 8% of worldwide installed cloud storage capacity in 2025.

These are not competing technologies. They are complementary ones, each serving a distinct purpose within a coherent architecture. The question is how each is deployed where it delivers the greatest value.

Making tiered architectures work in practice

Knowing that tiered storage is the right model and implementing it effectively are two different things. At the scale hyperscalers operate, where storage volumes are measured in hundreds of exabytes, manual allocation of data across tiers is neither practical nor efficient.  Nor can all data live on cost prohibitive flash. The mechanism that makes tiered architecture manageable is software-defined storage (SDS), which pools resources centrally and provisions capacity dynamically based on demand. Rather than pre-allocating fixed capacity to individual applications, SDS responds to where data needs to be, improving overall utilisation and reducing waste.

Together, tiered architecture and SDS provide the flexibility and economic efficiency that hyperscale environments depend on. But this model is not the exclusive preserve of the world’s largest operators. For emerging infrastructure providers, including Neoclouds that are expanding rapidly across the region, the same principles apply. Architecture decisions made today will determine whether future growth is economically sustainable or structurally constrained. The window to get this right is earlier than many organisations assume.

Innovation at the storage level

Architectural thinking also changes how storage technology itself must evolve. An organisation that understands its workloads, plans for data growth, and builds tiered infrastructure will eventually reach the limits of what current storage innovations can deliver. That is why, manufacturers like WD are approaching HDDs not only as a mature, reliable product but as a technology with significant headroom remaining to help increase capacity, lower power and cost effectively scale AI data. They are advancing recording technologies, exploring novel materials, and embedding intelligence at the drive level. The aim is not incremental improvement. It is expanding the boundary of what high-capacity storage can deliver for the architectures customers are building today and the workloads they will run tomorrow.

The leadership dimension

The organisations that navigate the AI era most effectively will not be those that simply procure the latest hardware. It will be those that understand the architectural decisions that determine long-term performance, cost and scale, ask better questions earlier in the planning process, and treat storage infrastructure strategy as a source of competitive advantage rather than a procurement exercise.

Storage sits at the foundation of every AI workload, every data pipeline, and every digital service an organisation delivers. Getting the architecture right is not a technical detail. It is a leadership decision. And in a market moving as quickly as the UAE’s, it is one that deserves to be made with the same rigour and strategic intent as any other.

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Beyond a Seat at the Table: How Emirati Women Are Leading the UAE’s Next Chapter

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Every year, Emirati Women’s Day offers a moment to pause and reflect on just how far Emirati women have come, and how much further their ambitions are taking them. Across artificial intelligence and technology, entrepreneurship, sustainability, industry and beyond, Emirati women are no longer simply entering these spaces, they are shaping them, leading critical decisions and setting new benchmarks for what is possible.

This progress has not happened by chance. It is the result of a national vision that has consistently placed women’s empowerment at the heart of the UAE’s development, widely regarded as the driving force behind the advancement of Emirati women. Together, these efforts have built an ecosystem of mentorship, opportunity and structural support that allows Emirati women to move beyond simply having a seat at the table to actively influencing the direction of entire industries.

This Emirati Women’s Day, we spoke to three Emirati women who are doing exactly that, each carving out space in fields as varied as AI infrastructure, entrepreneurship and industrial sustainability. Their stories reflect not only how far the journey has come, but also a shared sense of responsibility: to keep the doors open, and to inspire the next generation of Emirati women to walk through them with confidence.

Amal Almaamari, Program Director at Core42, (a G42 Company)

The UAE has created an environment where women are encouraged to pursue ambitious careers, take on meaningful responsibilities and contribute to sectors that are shaping the country’s future. As an Emirati woman working in AI, I see this opportunity firsthand. At Core42, I am able to contribute to the infrastructure and capabilities helping organizations adopt AI securely, at scale and with greater control over their data and technology.

What is particularly inspiring is seeing Emirati women increasingly take on roles across engineering, product development, strategy and leadership. The opportunities available today allow us not only to participate in the technology sector, but to build expertise, influence decisions and contribute to the UAE’s ambitions in AI and advanced technology.

Emirati Women’s Day is a celebration of that progress and the confidence the UAE continues to place in its women. It also reminds us of our responsibility to build on these opportunities and inspire the next generation of Emirati women to see technology as a field where they can grow, lead and make a lasting impact.

Amreen Iqbal, Founder and Creative Director of Piece of You

What stands out to me about building a business here is how much the UAE actively invests in women being part of its growth story. From mentorship networks to platforms that put Emirati entrepreneurs in front of the right audiences, the opportunities aren’t hypothetical, they’re structural. Piece of You exists because I had the confidence and support to take an idea and turn it into something real. On Emirati Women’s Day, I think about how many doors have opened for women in my generation that weren’t open before, and how many more are opening for the next one.

Hamda Al Shamsi, Admin Assistant at Geocycle Waste Recycling UAE at Holcim UAE

The UAE has created an environment where women are empowered to pursue their ambitions, develop their skills, and contribute meaningfully across every sector. Today, Emirati women are building careers in fields ranging from technology and engineering to sustainability, manufacturing, energy, and leadership.

As an Emirati woman and the only woman currently working at Geocycle UAE, I have personally experienced the importance of having the opportunity to step into a technical and industrial field and prove that there is a place for women in every sector.

For me, Emirati Women’s Day is a celebration of how far we have come, but also a reminder of the opportunities ahead. The support and vision of the UAE leadership, together with the efforts of Her Highness Sheikha Fatima bint Mubarak, have helped create a generation of Emirati women who are confident to pursue their goals and make a difference. I believe the next step is to continue encouraging young Emirati women to explore fields they may not traditionally consider. When women are given the opportunity to learn, lead, and contribute, they do not only build successful careers — they help build a stronger and more sustainable future for the UAE.

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