Salesforce Turns 20 Years of Service Excellence Into Agent-First IT Service Revolution

The fragmented, legacy ITSM model is fundamentally broken,” declares Muddu Sudhakar, SVP & GM of IT & HR Service at Salesforce, with the confidence of someone who’s spent 25 years watching enterprises burn millions on ticket queues. In an attempt to redefine this tedious, ticket-based drag, Salesforce is officially introducing Agentic IT Service.

https://salesforcedevops.net/index.php/2025/10/09/salesforce-turns-20-years-of-service-excellence-into-agent-first-it-service-revolution/