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Crossing the Chasm to Mainstream Agentic AI Adoption
Almost half of ITSM leaders plan to optimize agentic AI for ITSM within the year, with another third planning to add it on an as‐needed basis. For those who act early, there is a window of opportunity to lead instead of playing catch‐up.
How IT leaders are prioritizing agentic AI
68%
of enterprise leaders are optimizing their agentic AI journey
Agentic AI opportunity
Prepare now to scale later
Agentic AI is poised to revolutionize IT, and will quickly go from innovative technology to the foundation of your operations. Even if you aren’t currently evaluating agentic AI, now is the time to start laying the groundwork so you’ll be ready to implement and scale when the time is right.
While interest in agentic AI is high, confidence isn’t. IT leaders say they need more evidence that agentic AI will deliver ROI, can handle their specific use cases, and will meet their compliance requirements.
Change management is also a common barrier.
However, the landscape is shifting.
As the technology continues to mature, pilot programs and real‐world case studies are building confidence in agentic AI’s capabilities. Many organizations are opting for phased rollouts to manage integration risks, and close collaboration with AI partners is proving essential to address specific industry challenges and compliance needs. Delaying adoption risks missing out on competitive advantages, as early movers are already using agentic AI to accelerate efficiency and increase agility in IT operations.
Factors that limit agentic AI adoption
28%
are up against ROI & use‐case validation
Agentic AI opportunity
Move faster with a proven partner
ITSM leaders should work with a proven agentic AI partner that can deliver real‐world experience and measurable ROI to help reduce risk and nurture stakeholder support. We recommend starting small, realizing ROI through case deflection, and expanding to other domains with integrations.
Chapters
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Chapter 1
What IT Leaders Actually Think About Agentic AI in ITSM -
Chapter 2
Top Requests for IT Support Teams -
Chapter 3
Routine IT Tasks & Operational Bottlenecks -
Chapter 4
Effective IT Communication -
Chapter 5
Top Priorities for IT Leaders -
Chapter 6
How Agentic AI Boosts Productivity -
Chapter 7
Agentic AI Adoption in IT Organizations -
Chapter 8
Crossing the Chasm to Mainstream Agentic AI Adoption -
Chapter 9
Taking the Next Step Towards Agentic AI
Previous: Agentic AI Adoption in IT Organizations
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