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

Executive summary

IT leaders are caught in a perfect storm, where KPIs—mean time to detection (MTTD), mean time to resolve (MTTR), ticket volumes and deflection, alert frequency, and major incidents—are steadily increasing while IT budgets stay the same or even become smaller. Driven by a fragmented ecosystem of siloed systems, it becomes increasingly clear that existing IT service management (ITSM) approaches cannot keep pace.

As enterprise IT environments evolve into a complex web of interconnected systems, IT leaders face mounting pressure to find better ways to handle rising volumes of service requests and incidents without needing additional resources. To understand how IT leaders are addressing this challenge, Automation Anywhere surveyed IT leaders responsible for enterprise ITSM operations.

The survey was conducted by Gatepoint Research, in partnership with Automation Anywhere, with over 100 senior IT and AI leaders invited to participate. The survey looks at how these enterprise leaders from a variety of industries, including healthcare, finance, technology, retail, and professional services, are modernizing their ITSM solution or platform with AI, without major system overhauls or a rip‐and‐replace approach.

This report explores the current state of IT service management, the obstacles organizations face, and the role of agentic AI in meeting increasing operational demands.