India, Dec. 16 -- Freshworks' agreement to acquire FireHydrant is not just another SaaS consolidation story. It reflects a deeper shift in how enterprises are rethinking reliability, downtime, and operational resilience in a digital-first economy where minutes of disruption translate directly into revenue loss, reputational damage, and employee frustration.

By bringing FireHydrant's AI-powered incident management into Freshservice, Freshworks is attempting to collapse long-standing silos between IT Service Management (ITSM) and IT Operations Management (ITOM). The result, if executed well, could redefine how enterprises approach ServiceOps, moving from reactive firefighting to preventive, intelligence-led operations.

Despite years of in...