AI Agents in IT Service Management: Trends to Know

This IDC Perspective discusses trends in recent vendors' announcements related to AI agents in IT service management, including specialized AI agents for employee service and incident management, as well as AI frameworks and data fabrics from vendors in IT service management and related fields."As applications shift to agents, both the practice of IT service management and IT itself are transforming," said Snow Tempest, research manager, IT Service Management, IDC.

Executive Snapshot

Situation Overview

• Overview
  • Roles of AI Agents in ITSM
  • AI Agent Capabilities
  • Agent Builders, Frameworks, and Fabrics
    • AI Innovations from Adjacent Disciplines
    • Top Investment Priorities

Advice for the Technology Buyer

• For the IT Service Management Vendor

IDC's Point of View

Learn More

• Related Research
• Synopsis