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The State of Agentic AI in ITSM 2026: Adoption Trends, Benefits, and Challenges

Nearly three-quarters of organizations are already using their ITSM tools’ AI capabilities, and 94% of those able to rate the results report efficiency improvements. But agentic AI adoption is still in its early stages, with data quality, governance, and skills gaps slowing it down. This article shares six key findings from the State of Agentic AI in ITSM 2026 survey, with links to the full report and a webinar covering the results.
Illustrated header showing Lynda Cooper and Roman Zhuravlev as stylized figures seated on large colorful 3D letters representing ISO 20000

How ISO 20000 Has Stayed Useful for Twenty Years

Lynda Cooper has edited ISO 20000 for over a decade. Her view of why the standard works is also her clearest answer to the question everyone gets wrong about it: standards tell you what to do, not how to do it. The how is what frameworks are for.
AI agent deployment failure concept illustration showing a man standing beside a crashed car reading a billboard that says "It's not the car. It's the driver!" with the ITSM.tools logo

Why One in Four Enterprise AI Agent Deployments Aren’t Paying Back

A quarter of UK enterprise AI agent deployments aren’t paying back. New research from KTSL and BMC Helix shows the reasons aren’t about the technology.
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Service Desk Articles

ITSM is Dead? Why Service Management Keeps Outliving Its Obituaries

The CTO Checklist for AI-Ready IT Operations in 2026

From VIPs to VIRs: Rethinking IT Support Prioritization for Business Impact

Shadow AI in IT Support: When Employees Fix Problems Outside the Service Desk

Agentic ITSM: Understanding the 4 Levels of AI Maturity in IT Service Management

Ending the L1 vs L2 Escalation Wars: Rethinking IT Support Tiers

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ITSM Articles

Self-Healing ITSM: Are We Entering the Era of Autonomous Service Management?

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From Reactive ITSM to Proactive IT Operations: The Role of Unified Endpoint Management (UEM)

Agentic AI in ITSM: Why Removing Human Judgment Increases Risk

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