ManageEngine’s Director of ITSM Marketing, Kumaravel Ramakrishnan, emphasizes that AI agents are designed to augment IT teams by automating repetitive tasks, enabling staff to focus on strategic initiatives, while stressing the importance of implementing governance and security frameworks to ensure safe AI deployment. Overall, the survey highlights a future where ITSM is human-led and AI-accelerated, with AI agents transforming workloads and reshaping IT workforce dynamics without fully replacing human expertise. This research underscores the critical balance between leveraging AI’s efficiencies and maintaining robust oversight to address security and trust concerns in AI-driven ITSM environments.

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