Stories, insights, and practical guidance for navigating the AI revolution. Stay ahead with expert perspectives on enterprise AI adoption.
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What makes it an "agent" A chatbot responds. An agent resolves. The practical markers of a real customer service agent are: It acts, not just answers. When resolving a contact requires doing something...
The global ITSM market is worth roughly $12-15 billion today and is growing at about 14-16% a year toward $30-37 billion by the early 2030s. Below is a triangulated set of figures across the major res...
AI ITSM is the use of AI agents inside IT service management, to resolve requests, not just route them. The term covers a wide range, from a chatbot bolted onto an old ticketing tool to an agent that ...
Gartner predicts that by 2029, agentic AI will autonomously resolve about 80% of common service issues without human intervention, cutting operational costs roughly 30%. Everyone quotes the number. Fe...
Here's a number that should bother every IT leader evaluating an ITSM platform: licensing is typically 25% of your first-year cost. The other 75% is implementation, consulting, training, and governanc...
IT automation is a broad term, and that breadth is why conversations about it often talk past each other. It covers everything from a shell script that restarts a service to an AI agent that resolves ...
Most IT teams are good at closing incidents and bad at stopping them from coming back. That is the gap problem management is meant to fill: not fixing the ticket in front of you, but finding and remov...
Most companies do not have a knowledge problem. They have a findability problem. The answer to almost any internal question already exists, in a wiki, a doc, a policy, a past ticket, but it is scatter...
The three layers, briefly ITSM is the mature base, a $13-15B market growing ~14-16% a year. It is the system of record for tickets, changes and problems. AIOps ($12-17B in 2025, ~13-26% CAGR) brings c...
A large share of HR's day goes to questions that already have answers: how much PTO do I have left, what does the plan cover, how do I update my benefits, where is the policy on X. The answers live in...
IT support is one of the most automatable functions in a company, and one of the least automated. The reason is that the highest-volume work, the password resets, access requests, and status questions...
24/7 IT support has always faced the same wall: round-the-clock coverage means round-the-clock staffing, and few teams can justify a full night shift to handle a trickle of after-hours password resets...
The global IT service management (ITSM) market is worth roughly $13-15 billion in 2026 and is forecast to grow at about 14-16% a year, reaching $30 billion or more by the early 2030s. Here is the deta...
Service desk automation is often pitched as faster ticket routing. That is the small version. The bigger opportunity is automating the service requests themselves, the access grants, provisioning, onb...
A ticketing system was built to track work, not to do it. A request comes in, becomes a ticket, and waits in a queue for a person to pick it up, work it, and close it. An AI ticketing system changes t...
For years, help desk automation meant deflection: a bot and a knowledge base that kept tickets away from agents without actually solving anything. That era is over. Resolution is now table stakes, eve...
"Automate L1 support" has become one of those phrases that means different things depending on who's selling it. For some vendors, it means a chatbot that deflects common questions to a knowledge base...
Every operations team I've worked with has the same version of this story. A disk fills up on a production server. The monitoring tool fires an alert. Then the dependent service fails its health check...
For most of its history, IT service management has rested on one assumption: a person does the work, and the platform keeps the record. Tickets queue for humans. Dashboards exist for humans to read. F...
Businesses today are under more pressure than ever to move faster, serve better, and operate smarter. Artificial intelligence is no longer a future consideration. It is actively reshaping how organiza...
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