How IT Teams Can Start Their AI Automation Journey | Agentic AI, ITSM & Zero Ticket IT

How should IT leaders approach automation and AI? Where should they start, and how can they drive measurable results without getting caught up in the hype?

In this episode of Agents of IT, Fran Fernandez and Zach Austin sit down with Chris Ellis, Senior Technology Solutions Specialist at RICOne, to discuss practical IT automation strategies, agentic AI, service desk transformation, and the journey toward autonomous operations.

Chris shares lessons learned from implementing automation across teams, identifying high-value use cases, improving collaboration, reducing repetitive work, and using AI to solve real operational challenges.

⏱️ CHAPTERS

00:00 Introduction to Agentic AI and IT Automation

01:13 How Chris Ellis Got Started with IT Automation

03:21 The Impact of Automation on Modern IT Operations

05:05 Unexpected Benefits of IT Service Automation

07:58 Cross-Functional Alignment and Process Standardization

09:11 How Automation Is Changing IT Support Roles

12:50 Where IT Leaders Should Start with Automation

15:58 Quick Wins That Build an Automation Strategy

17:07 Creating a Roadmap Toward Autonomous IT

19:01 The Future of Agentic AI and IT Operations

20:27 Why AI Is the Missing Link in Automation

23:29 Avoiding AI Hype and Delivering Business Value

24:54 Using AI to Solve Real IT Challenges

26:49 Real-World IT Automation Success Stories

28:16 Improving Employee Experience with Automation

30:15 Lessons for CIOs, IT Leaders, and Service Desk Teams

30:58 Subscribe for More IT Automation and AI Insights

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