AI is taking over IT work, ISG says half of firms will use agentic tools
A new study by Information Services Group (ISG) indicates that AI is transforming IT management, pushing platforms towards autonomy. The research highlights the shift from reactive workflow management to predictive control planes, with a forecast that 50% of enterprises will adopt ITSM software with agentic AI by 2027. This evolution aims to enhance operational efficiency, reduce costs, and improve resilience across complex IT environments.
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