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The State of Agentic AI in ITSM 2026

Exclusive Research on the Rise of Agentic AI in IT Service Management.

Based on a global survey of 256 ITSM professionals, uncover the trends, opportunities, and challenges shaping Agentic AI adoption in service management.

In this report, you'll learn:

Autonomous Service Operations Are Becoming a Reality

One in four organizations already operate some level of autonomous AI in their ITSM environment, while half plan to advance toward Agentic AI over the next 12 months.

Governance Will Define the Winners

40% identify clear governance frameworks and best practices as the biggest accelerator of Agentic AI adoption, ahead of technology improvements alone.

AI Helps Teams Scale Their Impact

27% report the ability to scale ITSM operations without proportional team growth as a key benefit of Agentic AI, enabling existing teams to take on more work efficiently.

Download The State of Agentic AI in ITSM 2026 to discover how leading organizations are preparing for the next era of autonomous service management.

Download the Report Today

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