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Agentic AI

for Service Management

From Assistive Answers to Autonomous Action


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What is agentic AI?

Agentic AI is a system of AI “agents” that can make decisions and take steps toward an objective - often coordinating with other agents - rather than only responding to prompts. Recent public‑sector guidance describes agentic AI as autonomous, LLM‑enhanced agents able to plan, act, and iterate to meet goals.

 

Why it matters for Service Management

Agentic AI can do the work a human agent would normally do - safely and with guardrails - such as password resets and unlocks, triage and routing, data enrichment from CMDB, low-risk change execution (with approvals), pattern detection for incidents, and drafting KBs from solved tickets. Safeguards typically include sandboxing, least-privilege access, approvals, and full audit trails.

 

Agentic AI vs. “regular” AI (assistive)
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Agentic AI:

Plans multi‑step workflows and acts (e.g., perform a password reset), under policy and approvals.

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Assistive AI:

Advises (searches KBs, summarizes threads, recommends next steps) but does not execute changes.

For retrieval tasks, many teams adopt “agentic RAG” so the AI can iterate over sources until it’s confident.

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How Vendors Approach AI in Service Management

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Atlassian (Jira Service Management)

  • Virtual Service Agent handles Tier-1 requests across the help center, Slack or Microsoft Teams.

  • “Atlassian Intelligence” summarizes context, recommends articles/SMEs, and supports AIOps-driven incident workflows.

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Freshworks (Freshservice)

  • Freddy Agent provides a 24/7 conversational assistant in Slack/Teams; Freddy Copilot accelerates agent work (summaries, replies); Freddy Insights surfaces trends and opportunities to improve.

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SysAid

  • SysAid Copilot embeds generative and agentic AI throughout ITSM, including a Teams-based chatbot, an AI agent builder, and analytics for usage and containment.

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Halo (HaloITSM)

  • SysAid Copilot embeds generative and agentic AI throughout ITSM, including a Teams-based chatbot, an AI agent builder, and analytics for usage and containment.

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Atomicwork
  • Positions itself as an AI-native, agentic service management platform centred on a universal AI agent that meets employees in their flow of work (Slack, Teams, email, browser).
  • Focus areas include Tier-1 automation/deflection, permissions-aware answers, and end-to-end workflow execution across connected tools with enterprise guardrails and analytics.

Why BDQ?

📌

Prioritize Use Cases

Start with high-volume, low-risk tasks (password resets, unlocks, distribution-list updates, software requests).

📊

Data & Guardrails

Prepare KB/CMDB, define approvals and RBAC, sandbox agent actions for safe evaluation.

🎨

Agent Design

Map intents → tools (ticketing, IdP, chat) and decide where agentic workflows run (inside your ITSM platform or via an orchestration layer).

📏

Pilot & Measure

Run A/B pilots; track deflection, FCR, AHT, MTTR, SLA, and CSAT to prove value and tune prompts/workflows.

👍

Migrate & Scale

Move from assistive → agent-proposed actions → human-approved actions → fully automated for agreed tasks, with ongoing auditing.

 

Agentic AI FAQ

 

Ready to explore agentic AI for your service management?

 

 

Whether you’re experimenting with automation or scaling an AI-first service desk, BDQ can help you design, implement, and govern safe, effective agentic workflows.

 

 

We bring deep expertise in ITSM platforms and AI integrations - so your teams gain time, visibility, and control.

 

📞 Book a consultation to discuss your use cases and goals.