Salesforce brings agentic AI to IT service management

Salesforce is bringing agentic AI to IT service management (ITSM). The CRM giant is taking aim at competitors like ServiceNow with Agentforce IT Service, a new IT support suite that leverages autonomous agents to resolve incidents and service requests.

The suite includes an agentic IT service desk that provides end-to-end IT service management functionality compliant with ITIL processes, AI agents that work together as subject-matter experts (SMEs) to support employees and IT teams, and a range of enterprise-wide connectors, integrations, and workflows. Underneath it all is an agentic configuration management database (CMDB) and service graph to deliver a full view of connectivity and dependencies via an enterprise graph of all infrastructure, applications, and services.

https://www.cio.com/article/4069900/salesforce-brings-agentic-ai-to-it-service-management.html