Agentic AI in ITSM marks a practical shift in how organizations manage IT operations and service delivery. Instead of relying on static automation or predefined workflows, agentic AI enables contextual reasoning, allowing AI agents to act autonomously within IT environments.
Discover how agentic AI in ITSM works, use cases, and real-life examples to support IT teams to detect issues, recommend or execute resolutions, and learn from historical data to improve over time.
What is agentic AI in ITSM?
Agentic AI in ITSM represents a significant step forward in how organizations manage IT operations and service management. Unlike traditional AI features in ITSM, such as task management, workflow, and process automation, agentic AI uses machine learning and natural language processing to make context-aware decisions and act autonomously. Within IT Service Management (ITSM), it enables AI agents to manage service requests, incidents, and routine tasks that previously required human intervention.
This approach allows IT teams to shift from manual processes to intelligent automation that adapts to real-time system conditions. By using autonomous AI agents that learn from historical data and past incidents, service desks can reduce repetitive tasks, lower operational costs, and enhance efficiency. As a result, IT departments can provide more reliable service delivery and improve user satisfaction while maintaining compliance and optimizing resource allocation.
Agentic AI tools serve as intelligent partners to human agents rather than replacements. They complement human expertise by handling repetitive or data-driven decisions, freeing IT staff to focus on strategic planning and proactive management of business operations.
Key capabilities and components
Agentic AI works through a network of autonomous AI agents that observe, analyze, and act on operational data. These AI systems combine natural language processing, contextual reasoning, and continuous learning to make independent decisions. Core capabilities include:
- Learning and adaptation: AI agents continuously learn from incidents, service requests, and operational data to improve future actions. This learning enables proactive management of system performance and reduces the risk of future incidents.
- Proactive detection: Through AI-driven automation, agentic AI identifies anomalies and system errors before they cause disruption. This capability supports self-healing systems and faster incident resolution.
- Dynamic decision-making: Instead of executing static workflows, agentic AI tools assess the situation and determine appropriate responses. For example, an AI agent can prioritize support calls based on user behavior and the impact on business operations.
- Autonomous action and monitoring: AI-powered automation allows agents to execute change management tasks, such as patch management or software installations, while monitoring outcomes and ensuring compliance.
- Integration with IT ecosystems: Agentic AI in ITSM connects with unified endpoint management tools and existing ITSM platforms, enabling AI-driven systems to operate across devices, users, and services without manual intervention.
Agentic AI in ITSM use cases
Employee self-service and request resolution
AI chatbots and virtual assistants provide employees with real-time, personalized support for incidents and service requests. They enable end users to resolve issues such as password resets or application access without involving human agents. Benefits include:
- Reduced workload on the service desk.
- Faster service delivery and higher user satisfaction.
- Improved operational efficiency by automating repetitive tasks.
Incident auto-resolution
Agentic AI systems can detect and fix issues automatically. For instance, it can recognize a server overload and reallocate resources without human intervention. It helps with:
- Lower mean time to resolution (MTTR).
- Continuous service availability.
- Reduced dependency on manual intervention.
Smart triaging and ticket creation
When incidents occur, agentic AI compiles contextual data, logs, and screenshots to generate detailed tickets. It prioritizes based on user role, impact, and historical data to ensure accurate routing. Agentic AI in ITSM tools allows:
- Minimizing back-and-forth between users and agents.
- Intelligent prioritization of service requests.
- Consistent service quality across IT operations.
Automated problem identification
By analyzing correlations among recurring incidents, AI agents can identify a root cause that contributes to multiple system issues and supports:
- Reduced recurrence of similar problems.
- Cost savings through long-term resolution of complex issues.
Proactive monitoring and prevention
Agentic AI tools continuously track infrastructure and user behavior, providing early alerts for potential disruptions to aid in:
- Decreased downtime.
- Improved system reliability and service delivery.
- Enhanced resilience through predictive maintenance.
Unified endpoint management
Autonomous AI agents integrate with systems such as Intune, JAMF, or Nexthink to ensure compliance, manage patches, and maintain endpoint health with:
- Higher security standards and reduced vulnerabilities.
- Improved device performance without manual checks.
- Alignment of IT operations with compliance policies.
AI assistants for service desk staff
AI-driven solutions support human agents by summarizing tickets, suggesting resolutions from the knowledge base, and drafting root cause analyses. These tools enable:
- Reduced human error in documentation.
- More consistent responses to service requests.
- Greater productivity for the IT team.
Dynamic workflow automation
Agentic AI can execute adaptive workflows across systems without predefined rules. These workflows evolve as data, applications, or user context change.
- Faster, more accurate incident resolution.
- Less maintenance of static workflows.
- Improved flexibility for hybrid work models.
Voice and multilingual engagement
Voice-enabled AI agents can authenticate users, troubleshoot common issues, and provide AI-powered automation for multilingual users for:
- Better global accessibility.
- Reduced waiting time during support calls.
- Consistent user experience across languages.
Autonomous mode for support agents
AI-driven systems can execute tasks end-to-end while human agents supervise operations. The IT team can intervene when necessary and refine AI logic over time. These systems can:
- Balanced collaboration between AI and human expertise.
- Continuous learning from outcomes.
- Focus on preventive maintenance rather than repetitive execution.
Case studies
ServiceNow ITSM AI agents and agentic workflows
ServiceNow’s IT Service Management AI agent collection1 includes multiple agentic workflows that automate essential ITSM processes, from incident triage to change management. Each workflow combines several AI agents that operate autonomously to classify, investigate, and resolve issues while maintaining data accuracy and compliance.
ServiceNow allows administrators to select from several Large Language Models (LLMs) to power Now Assist skills and AI agents, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration is managed through the AI Control Tower and the Now Assist Admin Console, where preferences can be set per skill or workflow.
Access to these agentic workflows is governed by Access Control Lists (ACLs) and user identities. The “Run As” capability allows actions to execute as either a dynamic user or an AI user, ensuring secure automation within the ITSM environment.
Incident triage and categorization
This workflow automatically classifies incidents by determining the appropriate category, subcategory, and configuration item (CI). It then searches for related major incidents or known problems and links them to the new incident. AI agents included:
- Categorize the ITSM incident AI agent
- Classify service and CI AI agent
- Link the major incident AI agent
- Link the incident to the problem AI agent
Aisera’s Agentic AI for ITSM
Aisera’s Agentic AI for ITSM modernizes traditional IT service management through autonomous AI agents and intelligent automation. Using generative AI and machine learning, it connects IT, HR, and other business functions into a single platform, improving coordination and reducing manual intervention.
Core capabilities:
- Automated incident resolution: AI agents categorize, diagnose, and resolve service requests in real time, cutting detection and repair times.
- Proactive operations: Predicts outages in advance and supports preventive maintenance.
- Knowledge and asset management: Auto-generates knowledge articles, tracks assets, and optimizes lifecycles.
- Change and problem management: Identifies root causes, assesses risk, and automates testing and approvals for safer deployments.
BDO with Aisera:
As one of Canada’s largest accounting and advisory firms, BDO faced persistent IT bottlenecks due to high ticket volumes and limited self-service options. Routine service requests consumed valuable staff time, slowing response rates and preventing the IT team from focusing on higher-value initiatives.
To address these challenges, BDO implemented EVA, an AI assistant powered by Aisera’s domain-specific AI agents. EVA autonomously handles everyday IT tasks such as software provisioning, account troubleshooting, and hardware requests through proactive self-service. The platform’s analytics suite continuously measures performance, helping the IT department optimize workflows and enhance operational efficiency.
The results have been significant:
- 82% auto-resolution rate of IT requests
- 72% increase in employee productivity
- $1.9 million projected annual cost savings
Figure 1: An example from EVA on how to resolve access issues.2
Kore.ai AI for process
Kore.ai’s AI for process platform automates complex business workflows that require contextual understanding and compliance awareness. It is designed to reduce manual intervention in knowledge-intensive processes by combining autonomous AI agents, analytics, and integration with enterprise systems. The goal is to help organizations manage repetitive decision-driven work more efficiently while maintaining accuracy and accountability.
The platform provides a no-code process builder that allows IT teams and business users to create automation workflows without programming skills. Pre-built templates and connectors support faster setup for standard business functions such as finance, procurement, and customer service. Users can modify and expand these workflows to fit organizational requirements without disrupting existing systems.
Key capabilities include:
- Context-aware automation: AI agents understand business logic, maintain memory, and make context-based decisions across workflows.
- Visibility and control: Built-in analytics monitor automation performance, track outcomes, and log every action for compliance audits.
- Security and governance: Access control and human-in-the-loop review ensure that automation aligns with enterprise compliance and data security policies.
- Deployment: It supports cloud, hybrid, and on-premise environments, allowing organizations to maintain control over sensitive processes.3
Implementation and adoption path
To integrate agentic AI effectively into IT service management, organizations should:
- Start with simple automations: Focus on Level 1 tasks such as password resets or basic access requests.
- Embed within familiar tools: Deploy AI chatbots and virtual assistants within collaboration platforms like Microsoft Teams or Slack.
- Measure performance: Track indicators such as the number of tickets avoided, resolution time, and user satisfaction.
- Iterate and expand: Use early efficiency gains to expand AI adoption into more complex workflows, such as change management or predictive maintenance.
- Ensure governance: Align AI-driven systems with security and compliance policies to maintain control as you adopt AI at scale.
Future of ITSM with Agentic AI
The future of service management will depend on how agentic AI evolves within complex it environments. As AI agents continue to learn from data, ITSM will shift from reactive support to proactive, preventive operations.
The next generation of AI-driven systems will operate as self-healing systems that can detect, diagnose, and resolve issues independently. This shift allows IT teams to spend less time managing incidents and more time improving system design and resilience.
Organizations that integrate agentic AI early gain a competitive edge by enhancing operational efficiency, reducing costs, and providing tailored solutions that adapt to user needs. As digital transformation deepens, agentic AI will become a core component of intelligent automation, enabling more reliable, scalable, and adaptive it services.
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