Beyond the Hype: What IT Leaders Actually Think About Agentic AI in ITSM

We surveyed 100+ IT leaders to learn why and how agentic AI is reimagining the IT service desk.

25%

of the IT service desk is tied to low-priority tasks

71%

of IT leaders have started adopting agentic AI for ITSM

59%

of survey respondents believe automated workflows boost productivity

Read the report

BDO Canada

See how the professional services firm scaled IT support with 24/7 self-service.

Learn more

84%

autonomous resolution rate

EVA, BDO Canada's AI agent, catches IT issues before they ever become a ticket, cutting through the noise so IT teams can focus on complex work.

$1.9M

saved

By resolving IT requests before they ever reach the help desk, BDO Canada turned a rising cost center into real, measurable savings.

72%

increase in employee productivity

With EVA fielding the bulk of IT requests around the clock, BDO Canada's employees spend less time waiting and more time on higher-value work.

And these sort of big wins can come your business’ way too

The Calculator

See how much you could save by automating your service desk with Automation Anywhere.

Calculate your potential savings with Automation Anywhere

Get your custom ROI

Fill in your inputs on the left, then click "Calculate My ROI" to unlock your personalized results.

Calculate my ROI

Auto-Resolution Target

80%

0 service desk agents
freed up to work on other tasks

Service Desk Agent Savings

License Cost Reduction

MSP Consolidation

Total Annual Benefits

Cost Per Ticket Comparison

Current

With Automation Anywhere

Reduction

80%

3 Years Benefits

With 0 service desk agents & based on
0 tickets/year

Estimated based on multiple industry reports and customer data

The Demo

See how autonomous ticket resolution works in real time.

Some of the world’s biggest companies are turning this potential ROI into reality.

FAQs

Does Automation Anywhere require replacing my ITSM vendor, or can it work alongside existing ITSM tools?

Automation Anywhere integrates with existing ITSM vendors and an organization's broader application ecosystem as an AI execution layer, enabling enterprises to eliminate manual work without replacing the tools they already rely on.

Can organizations maintain full visibility into what Automation Anywhere AI agents are doing across systems?

Yes - Automation Anywhere provides a robust AI governance framework with step-level audit trails and end-to-end outcome visibility across systems, enabling safe and controlled deployment of agentic AI.

Can the AI agent make changes to our systems on its own, or does a human review first?

Depends on the ticket. Repeatable, L1 IT tasks often never touch a human. But IT automation solutions can employ human-in-the-loop controls where needed to escalate exceptions or complex issues to IT staff.

Can Automation Anywhere connect to legacy systems that don’t have APIs available?

Automation Anywhere can connect to legacy applications even without APIs, using UI automation, computer vision, and workflow orchestration to interact directly with systems. This enables end-to-end automation across older, siloed environments - without requiring costly integrations or system upgrades.

How is Automation Anywhere’s agentic AI for ITSM solution different from Moveworks and ServiceNow?

Automation Anywhere’s agentic AI for ITSM solution is purpose-built for ITSM and leverages domain-specific IT agents capable of talking across multiple systems and delivering end-to-end execution without increasing complexity or licensing costs, unlike ServiceNow.

Can agentic AI reduce the number of ServiceNow licenses required?

An agentic Al solution like Automation Anywhere autonomously resolves tasks end-to-end across the enterprise using Al agents, reducing ticket volumes and may lower the need for ServiceNow licenses.

Agentic Productivity, the Popularity Contest Where Everybody Wins

Request demo

Agentic AI for ITSM

Your IT Teams Are About to Become Very Popular

Beyond the Hype: What IT Leaders Actually Think About Agentic AI in ITSM