A message to customers, partners, and prospects
2025: From possibility to proof
2025 has been a defining year for Autom Mate. Not because of a single product release or headline announcement, but because it was the year where a lot of hard questions stopped being theoretical and started becoming operational.
Across our customers, partners, and the wider market, one theme kept coming up:
“AI and automation are everywhere — but how do I get controlled value and real returns?”
That question shaped almost everything we did this year.
The year AI hype met operational reality and fear of change
2025 will probably be remembered as the year of AI agents, copilots, and autonomous promises. The pace of innovation has been extraordinary. But it has also surfaced a very human concern we heard repeatedly:
“This all sounds powerful, but how do I change without breaking what already works?”
Across customers and partners, the fear was rarely about technology. It was about risk, disruption, and sunk investment.
Organisations have spent years building ITSM platforms, observability tools, identity systems, and operational processes. The idea of ripping and replacing them in pursuit of autonomy feels reckless, especially when service continuity, compliance, and customer trust are on the line.
This is where much of the AI and automation hype stalled.
The question was no longer “what is possible?” — but “how do I move forward without blowing up what I already depend on?”
What changed at Autom Mate in 2025
1. From integration to orchestration, without rip and replace
Early on, AutomMate was often described as an integration or automation platform.
In 2025, that definition matured, largely because of what customers asked us not to do.
They did not want to replace their ITSM, observability, identity, or collaboration platforms. They wanted those investments to work together coherently.
Our focus therefore shifted decisively toward end-to-end orchestration: – Leveraging existing systems of record rather than bypassing them – Standing on top of observability platforms, not competing with them – Coordinating execution across domains without forcing architectural upheaval
This allowed customers to progress incrementally: – Introducing orchestration alongside existing processes – Proving value flow by flow – Reducing risk as confidence grew
Change became additive rather than disruptive.
2. Real customer progress (from pilots to production)
Across 2025 we saw a clear and repeatable pattern emerge with customers.
What often began as a focused proof-of-concept moved rapidly into production-grade service orchestration once value became visible.
In practical terms, this meant: – Moving from exploratory pilots to live, SLA-bound flows – Expanding from single use cases to multi-domain orchestration across ITSM, identity, endpoint, and collaboration tools – Shifting conversations from “does this work?” to “how fast can we scale this safely?”
The speed of that transition surprised even experienced operators. When orchestration is designed around outcomes rather than tasks, customers tend to push forward quickly.
3. The emergence of MSP Edition (pulled by demand)
One of the most important developments in 2025 was the formalisation of the Autom Mate MSP Edition, and it did not start as a top-down product decision.
It emerged from repeated conversations with service providers who were already using Autom Mate and asking the same questions:
- How do we run this across many customers without bespoke effort?
- How do we price orchestration predictably?
- How do we prove value and margin, not just activity?
MSP Edition is the direct result of that pull.
It reflects what we learned alongside MSP operators: – Multi-tenant execution as a first-class concern – Predictable cost and value per service – SLA-bound orchestration with clear accountability
This was less about adding features, and more about aligning the platform to the economic reality MSPs face.
4. Community Edition and shared learning
Alongside commercial growth, 2025 also saw the launch and expansion of the Autom Mate Community Edition. This has been a deliberate investment.
We wanted a place where architects, operators, and partners could: – Explore orchestration patterns – Learn from real use cases – Experiment without pressure.
The quality of feedback and contribution from the community has directly shaped our roadmap.
5. A step-change in AI agent orchestration
AI agents moved from concept to operational capability in 2025. Rather than pursuing autonomy for its own sake, we focused on controlled, value-led agentic execution: – Agents acting inside defined service boundaries – Tight integration with systems of record – Analytics and value proof attached to every Hyperflow.
For customers, this meant they could: – See not just that something ran, but what value it delivered – Correlate orchestration activity with service outcomes – Build confidence incrementally as scope expanded.
This emphasis on analytics and value proof has been critical. It allows organisations to move from experimentation to production with evidence, not optimism.
What we learned along the way
Three lessons stood out clearly in 2025:
- Fear of change is rational
Organisations are right to protect continuity, compliance, and prior investment. Progress must respect that reality. - Leverage beats replacement
The fastest results came when orchestration amplified existing platforms instead of attempting to displace them. - Confidence grows with evidence
When teams can see analytics and value proof for each Hyperflow, momentum replaces hesitation.
Removing fear was not about reassurance, it was about demonstrating control at every step.
Looking ahead to 2026
As we move into 2026, our direction is increasingly clear.
Service orchestration and governed autonomy are setting the pace for how organisations extract value from automation and AI.
Our focus is on helping customers prove value along the way: – Rapid movement from proof-of-concept to production – Measurable outcomes tied to each Hyperflow – Operational and functional leadership that helps teams get more from existing investments
For me personally, this means spending significantly more time with MSPs. That shift is being driven by demand.
MSPs are telling us they need help turning orchestration and AI into something they can run, price, and stand behind commercially — across many customers, not just one.
Those conversations are deeper, more urgent, and more consequential than ever and they deserve focus.
A closing note
To our customers, partners, and community: THANK YOU!
2025 was a year of progress, learning, and sharpening focus.
2026 will be about turning that clarity into repeatable value together.
The question we will keep asking is a simple one:
Can we turn intelligence into execution that organisations can trust?
That remains the journey we are on.
David Griffiths, CEO.
