2025 SysAid Annual Report
The Rise of Agentic AI
in ITSM
2025 Mega-Trends Shaping the Future of IT Service Management
AI is evolving from assistance to autonomy. This year’s SysAid report explores how Agentic AI is transforming ITSM, enabling systems to reason, adapt, and act independently. Discover how IT teams are resolving issues faster, working smarter, and scaling with ease.
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Key Insights from the Report
Agentic AI: The Next Evolution in ITSM
Agentic AI is no longer a vision, but a priority. IT leaders are investing in AI that can solve
recurring problems, trigger routine actions, and support users proactively.
Top Capabilities Leaders Want
52%
want automated resolution of recurring issues
23%
aim to resolve Level 1 tickets without human input
22%
seek auto-execution of routine tasks
21%
want AI to suggest ticket categorization
Agentic AI enables users to work on their own schedule
while freeing IT teams to focus on more strategic work.
Doug Tedder, Principal, Tedder Consulting
AI Chatbots Are the
New Must-Have
Modern chatbots are core to scalable self-service.
What Matters Most
Simplicity, Security & ROI
IT teams demand tools that are easy to use, secure, and cost-effective, especially in a hybrid world. AI-driven platforms must integrate smoothly while safeguarding data and cutting complexity.
About the 2025 Report
Based on insights from 1,200+ IT professionals worldwide.
Expert Contributor Doug Tedder, Principal of Tedder Consulting
Seniority
42% in decision-making roles
Geography
58% North America, 16% Europe & UK, 11% Africa & Asia, 15% Other
Industry
Tech, Manufacturing, Education, Healthcare, Finance, Government & more
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Learn how leading organizations are embracing Agentic AI to
drive smarter service delivery.
