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AI Agents in IT Service Management: Trends to Know

Publisher IDC
Published Feb 11, 2026
Length 7 Pages
SKU # IDC20878025

Description

This IDC Perspective discusses trends in recent vendors' announcements related to AI agents in IT service management, including specialized AI agents for employee service and incident management, as well as AI frameworks and data fabrics from vendors in IT service management and related fields."As applications shift to agents, both the practice of IT service management and IT itself are transforming," said Snow Tempest, research manager, IT Service Management, IDC.

Table of Contents

7 Pages

Executive Snapshot

Situation Overview

Overview

Roles of AI Agents in ITSM

AI Agent Capabilities

Agent Builders, Frameworks, and Fabrics

AI Innovations from Adjacent Disciplines

Top Investment Priorities

Advice for the Technology Buyer

For the IT Service Management Vendor

IDC's Point of View

Learn More

Related Research

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