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Abstract illustration of a digital service ticket moving through space, representing agentic AI automating IT service desk workflows.

Agentic AI in ITSM: 5 Ways Agentic AI Is Transforming the IT Service Desk

For 30 years, the ticket ran the IT service desk: submit, log, triage, resolve, close. Agentic AI in ITSM is retiring that model, executing fixes across systems rather than drafting them for a human to click through. There are five places IT leaders get this transition wrong, from inflated agentic claims to the governance gap most vendor decks skip entirely, and why the ticket itself may not survive the shift.
Robot scanning a QR code, representing self-service IT help desk support via QR codes

5 Innovative ITSM Best Practices That Transform Your IT Help Desk

Most IT help desks stop at ticket resolution and leave the rest of the ITSM platform underused. Drawing on customer conversations and internal use at Desk365, this piece lays out five practical ways to push further: QR-code support requests, cross-department automations, AI-generated tickets from meeting notes, a single source of truth, and narrowly trained AI agents. Small changes, real gains in efficiency.
Crowded marketplace of software storefronts, illustrating the range of vendors buyers must choose between beyond the Gartner Magic Quadrant

Most Software Buyers Misuse the Gartner Magic Quadrant

Most buying committees treat the Gartner Magic Quadrant as a product ranking, and Keith Andes, a former Gartner analyst, says that’s not what it measures. He walks through what the two axes represent, why leadership position doesn’t equal best fit, and where Gartner Critical Capabilities and the five-step BuySmart process come in once you’ve built a shortlist.
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