When embarking on a new digitalisation project today, people expect more than just the basics, such as security, functionality or choosing a trusted brand. They’re looking for tools that offer a personalized experience and smart automations. This is especially true for service desks and IT management platforms, where automating repetitive tasks and tailoring the experience to users really matter. AI agents are a great solution for this. They can handle tasks on their own, make processes smoother, boost efficiency, and save money.

What is an Agentic AI?

Agentic AI refers to intelligent systems (agents) that work and act autonomously without human intervention. These systems use AI based on large language and action models (LLMs and LAMs). Just set a goal and this new "colleague" will start working independently and improving with each task completed. With high flexibility and easy scalability, they can serve as self-service tools for users or help analyze security risks and process large amounts of data.

Practical uses of Agentic AI in service desks and IT service management

AI-powered agents can greatly enhance the capabilities of ITSM tools, take over routine tasks from support teams, and provide users with better service than traditional self-service tools. Key areas include:

Personalized interaction—the foundation of a great user experience

Almost everyone has interacted with a chatbot at some point, often with a similar outcome: after a rigid conversation, you end up contacting a human operator. These chatbots operate mostly on static scripts that quickly run out during communication. AI agents, however, offer much more advanced capabilities—they communicate almost indistinguishably from humans, dynamically adjust their answers based on the interaction, and are better designed to help solve your issue. This leads to quicker resolution of routine requests, improving the overall user experience and satisfaction.

Automated ticket escalation and resolution

Once a user creates a ticket in the service desk, the AI agent can quickly analyze it and suggest solutions or find ideas based on articles from the knowledge base for the user. AI agent can also use your personal data for more personalized recommendations. For instance, when a user reports a problem with a laptop, an AI agent can leverage records from IT asset inventory, including operational history. In cases that require human interaction, the agent automatically categorizes the problem and assigns it to the correct service with the appropriate priority (SLA), without the user having to do anything. The IT team then has all the important information at hand, speeding up the resolution process.

Preventing outages and major incidents

Technical support teams are often more reactive than proactive due to capacity issues. However, AI agents have the power to change this “status quo”. They can continuously monitor IT infrastructure, analyze patterns, and predict problems before outages occur. For example, when detecting declining server performance, the agent automatically reallocates resources and takes corrective actions without human intervention. This ensures smoother and safer operations with minimal impact on business services.

Automated knowledge base management with Agentic AI

Keeping the knowledge base updated is a challenge for many IT teams. AI agents can streamline this task by automatically creating articles based on the resolution process from already resolved tickets. They can also analyze frequently recurring incidents and automatically generate suggestions for new articles. This saves time for IT teams and makes it easier to share necessary knowledge with colleagues and users.

Practical uses of Agentic AI in IT Asset Management (ITAM)

AI agents have the potential to transform IT asset management across organizations, making it safer, compliant and more efficient for business objectives.

Automated management of IT assets

With the increasing number of end devices, manually maintaining records is challenging. Modern ITAM tools enable automated data import from multiple sources (network scan, Intune etc.) and task automation, such as warranty expiration reminders or maintenance scheduling. However, AI agents go much further. In addition to static records, they can analyze underlying patterns and detect performance anomalies (e.g., based on monitoring data). They then compare these with security protocols and predict potential risks, which they can immediately address, for example, through patches or system updates. AI agents also help you manage and allocate resources efficiently, so you always have what you need while avoiding unnecessary stockpiling.

Managing software licenses won’t be a challenge anymore

Software is one of the most expensive assets for organizations today, with underutilization leading to up to 42% in financial losses. Some ITAM tools help prevent waste by tracking licenses and cloud and SaaS usage. AI agents go further and enable fully automated allocation and removal of licenses based on data from the ITAM tools. They also help reduce the risk of violating complex licensing agreements by analyzing terms and conditions and checking license usage in ITAM. This helps you stay compliant, especially with the complex licensing agreements of major vendors like Oracle and Microsoft.

Change management—efficient and reliable with agentic AI

AI agents streamline change management in your IT infrastructure by proactively evaluating risks associated with proposed changes. This saves the IT team valuable time while allowing them to consider overlooked aspects. AI agents can also automatically create links between configuration items in the CMDB and provide recommendations on the best time for changes based on infrastructure usage. On top of that, the less critical changes are automatic, so the IT team can focus on more strategic projects.

Conclusion

The use of AI agents is revolutionizing how we work today, extending far beyond IT. They allow organizations to get more done with fewer resources and lower costs—a trend that will dominate the coming decade. Whether you choose to deploy these AI agents in service desks, IT asset management, or for different purposes, it’s worth remembering that every AI (at least for now) is only as good as the data it works with.