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.

Learn more

ITSM expert utilizing SysAid Service Desk for seamless incident management in a bright, collaborative workspace. - SysAid

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.

Two ITSM professionals at a desk collaborate on SysAid Service Desk, enhancing IT support and user productivity. - SysAid

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.

Download The Full Report

2025 SysAid Annual Report

2025 Mega-Trends Shaping the Future of IT Service Management

Seniority

Geography

Industry