Agentic AI in ITSM – An Introduction

As you have probably already heard – agentic AI is the next big step in making AI systems deliver incredible levels of enterprise automations. As described in another blog (link), Agentic AI refers to AI systems that can act independently, make decisions, and perform tasks without constant human control.

One of the most exciting upcoming applications of Agentic AI is in IT Service Management (ITSM). As you may recall, an ITSM platform comprises a few key capabilities.

Incident Management: Tracks and resolves incidents efficiently to restore normal service operations and minimize business impact.
Service Request Management: Automates handling service requests, improving response times and user satisfaction.
Change Management: This function facilitates the management of changes to IT services, ensuring that changes are made with minimal disruption.
Problem Management: Identifies the root cause of incidents and provides long-term solutions to prevent recurring issues.
Knowledge Management: Centralizes knowledge to help users and technicians find solutions faster, reducing downtime and increasing efficiency.
Configuration Management Database (CMDB): This database maintains accurate information on IT assets and their relationships to ensure smooth operations and impact assessment.
Self-Service Portal: This portal allows end users to access support, track requests, and find knowledge resources without IT staff involvement, improving user autonomy and satisfaction.
Analytics: Helping IT Teams manage Service Delivery and manage to define SLA

Each of the above areas is particularly suited for an AI Agent to work to deliver high levels of autonomous service with minimal human intervention.

Mixture of Experts (MoE) Approach for Agentic AI in ITSM

Imagine a new kind of ITSM – staffed by AI Virtual Agents who are experts in specific ITSM areas and collaborate working as “Sidekick” alongside human IT Support Agents. In such an AI-powered AITSM future - agentic AI ITSM Agents will be experts like

Incident Management AI Agent: Can handle a range of triaging, troubleshooting and other actions like escalations and routing
Request Management AI Agent: Handles all users requests like software installs, access requests and hundreds more

Extending this thought, we can imagine a swarm architecture like below -

These AI Agents will be coordinated by an Uber L1 Support AI Agent, which could be a simple routing agent or can combine smart AI-based orchestration with expert AI.

The service can be delivered over conversational AI channels like Microsoft Teams, Slack, or voice and phone.

Technology Stack for Agentic AI ITSM

Each of the Agentic AI Agents performing one or more of the ITSM functions will have distinct AI layers that will include:

The advantage of these is to deliver a best-in-class AI Agent that uses the right tool for the right job.

Relations to other enterprise service desk

Agentic AI Agents for ITSM will collaborate with AI agents for other functions like HR or facilities to deliver a comprehensive set of services for the employee. Imagine a multi-layer agentic AI setup that goes as shown in the following image:

Rezolve.ai approach to Agentic AI in ITSM

Rezolve.ai is excited to have introduced the world’s first Agentic Ai based AITSM platform for delivering Level 1 IT and HR support with minimal human input. This includes specialized AI Agents like:

A knowledge AI agent: Seamlessly blends internal and external knowledge to deliver best-in-class support information.
Endpoint automation AI Agent: Monitors user devices to ensure proactive issue resolution. Aura Insights AI Agent: Proactively predicts and manages how likely tickets are to miss SLA or get escalated, and plans and executes interventions.
AI for Incident and Request Management: Streamlines incident and request handling for faster resolutions.

Closing Note

It has been 20 years since ITSM platforms emerged to help IT Teams manage and track their work. Twenty years later, agentic AI for ITSM is a new vision for how IT support will be delivered in the age of instant.

An agentic AI sidekick is what every team needs to deliver better support and save money. See how Rezolve.ai can make it happen for you.