The state of agentic AI for ITSM report

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. Enter agentic AI.

To gain insight how the industry is changing in the age of AI, Aisera surveyed over 100 senior IT and AI leaders across industries, including healthcare, finance, technology, retail, and professional services, to understand how they are modernizing their ITSM solution or platform with agentic AI, without major system overhauls or a rip-and-replace approach.