Operations | Monitoring | ITSM | DevOps | Cloud

What features an AI help desk includes now or will include in the nearest future. And how it helps us run IT support.

Until recently, corporate sentiment around AI agents was cautiously optimistic. Now, we’re seeing confident action. Our latest international survey shows that 75% of companies have deployed more than one agent—up from 51% just six months ago.

In an era of unprecedented change, the role of an engineering leader has never been more demanding. Yesterday’s priority was scaling teams, while today’s is twofold: deploying AI responsibly and measuring the true impact of it all. The challenges are immense, and for the first time in a long time, the playbook is being written in real-time. That’s why today, we are thrilled to announce the launch of Braintrust, a new community from Cortex.

Enterprise IT departments are struggling to keep up with the dramatic increases in complexity, fragmentation, and chaos in their IT environments. Legacy tools and processes designed for monolithic systems and static infrastructures cannot meet these challenges. Enterprise ITOps requires a more agile and intelligent approach that leverages advances in AI and automation to remain scalable, effective, and sustainable.

Rolling out a powerful AI tool like GitHub Copilot is a big win for any engineering leader. But because it’s such a significant investment, leadership will inevitably ask if it was worth the cost. Until now, answering this was nearly impossible. While GitHub provides adoption stats, connecting that data to real-world performance metrics like cycle time or code quality has been a manual, frustrating process. We built the Cortex AI Impact Dashboard to provide a clear answer.

You see MTTR creeping up, but you don’t know why. You could ask your teams, but that means meetings, pulling people off projects, and waiting days for answers. What if you could just…ask? We’re excited to introduce the new strategic AI chief of staff for engineering leadership, powered by the Cortex MCP. By connecting your Engineering Intelligence data with your scorecards and standards, the MCP allows you to have a strategic conversation about your organization’s performance.