TLDR Tech / IT
The Future of ITSM: 4 Trends Defining the Agentic Era
ITSM is shifting from reactive ticketing to proactive, agent-driven support, with AI agents handling classification, routing, and even resolution before users file tickets. The key takeaway: IT service is moving toward conversational, always-on support embedded in tools like Slack/Teams, reducing ticket volume and pushing IT ops toward automation-first service delivery.
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