Agentic AI is redefining IT Service Management with autonomous decision-making, intelligent workflow orchestration, and continuous learning. In this episode, we explore how AI transforms service desks into predictive ecosystems, boosts performance, and challenges organizational readiness, ethics, and governance.

In this episode, we answer to:

What makes Agentic AI different from traditional automation in ITSM?

How can organizations govern AI decisions in service management?

Are your ITSM processes ready to be trusted by autonomous systems?

Resources Mentioned in this Episode:

Forrester website, article "Let The Service Management Agentic AI Race Begin", link https://www.forrester.com/blogs/let-the-service-management-agentic-ai-race-begin/

Aisera website, article "Agentic AI in IT Service Management (ITSM)", link https://aisera.com/blog/agentic-ai-itsm/

Rezolve.ai website, article "Why Agentic AI Tools Are the Future of Incident and Service Requests?", link https://www.rezolve.ai/blog/agentic-ai-incident-and-service-requests

Sprinklr website, article "The AI-first unified platform for front-office teams", link https://www.sprinklr.com/blog/agentic-ai/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

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Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya