Operations | Monitoring | ITSM | DevOps | Cloud

When an incident occurs, an L2/3 engineer or SRE can spend 20–30 minutes investigating across alert consoles, combing through change records, and pinging teams on Slack or Microsoft Teams. When you multiply that time spent across thousands of incidents per year by the cost of an IT outage at $14,056 per minute, the cost is staggering. Enterprises can’t afford to waste time searching across disparate tools.

What if the next breach in your cloud is already in motion, and your team has no idea how to see it? Cloud workloads are growing fast. APIs, identities, and data are spread across AWS, Azure, GCP, and on-prem systems all at once. Every layer creates its own logs, its own alerts, and its own blind spots. Most security teams are short on visibility, context, and time. That is the gap cloud threat detection is built to close.

The promise of AI in IT service management has been circulating for years. Chatbots that deflect tickets. Virtual agents that answer FAQs. Automation that routes requests. These are useful, but probably not the dream-state you were originally sold. What's different today is the arrival of agentic AI: systems that don't just respond to instructions but reason, act, and adapt across multi-step workflows with real consequences. The question for IT leaders is no longer whether to adopt agentic ITSM.

Recognized for AI-driven IT service management innovation and impact.

On April 7, Anthropic announced that its Claude Mythos Preview model had autonomously identified thousands of high- and critical-severity zero-day vulnerabilities across every major operating system and every major web browser. Over 99% of them were unpatched the day of disclosure. Two weeks later, on April 21, Mozilla said it had used the same model to find and patch 271 vulnerabilities in the latest Firefox release.

Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues, reducing operational costs by 30%. That shift points toward a zero-friction workplace, where employees do not have to navigate support just to get back to work.

Collective IQ DEX (CIQ DEX) provides a unified view of the employee experience across different devices, locations, applications, collaboration tools, and even user sentiment. The platform combines intelligent IT asset analysis and employee perception, with drill-down capability to the level of each user and endpoint.