Agentic AI is moving ITSM beyond chatbots and scripts to autonomous systems that act. Pilots are easy. Scaling safely and credibly is not.

This guide is for service management leaders who want agentic AI to deliver real, sustained value on the service desk.

What you'll learn:

• Why some organisations scale and others stall.

• How agentic AI differs from traditional IT projects, and why control, trust, and clarity of purpose matter more than models and features.

• How to deploy safely and scale with confidence.

• When to buy vs build, how to set outcomes and guardrails, and how to start simple, prove value, and then scale using a value–risk lens.

• Why data and change management make or break AI.

• The minimum data quality you need to go live, how poor data amplifies risk, and the roles, skills, and communication needed as AI becomes a “teammate”