Agentic AI in IT: Real-World Examples, Strategic Use Cases, and What They Mean for Modern IT Leaders

IT leaders today face a mounting issue: support teams are managing hundreds — sometimes thousands — of tickets a month while trying to keep pace with increasingly interconnected systems, rising business demands, and shrinking budgets.

Many enterprises have invested heavily in traditional automation, layering rules, workflows, and even basic chatbots onto their IT stacks. But these systems are starting to buckle under the sheer volume and variability of modern work. They break when requests fall outside predefined scripts, struggle with unfamiliar scenarios, and still require constant human oversight to stay accurate.

Traditional automations are designed to follow instructions. They cannot interpret intent, adjust to context, or recover when something changes.

That’s why IT leaders are turning to agentic AI: systems that can understand what users are trying to accomplish, reason across tools, and take autonomous action on their behalf while following existing policies and permissions. Agentic AI represents a new operating model for IT — one built around reasoning, context, and orchestration rather than static rules, manual workflows, and ticket-driven automation. 

Read on to explore real-world examples of agentic AI in IT, including how autonomous, cross-system intelligence is helping to resolve tickets, prevent incidents, and help teams scale without additional headcount.

Agentic AI in ITSM

Instead of relying on rigid rules or resource-intensive custom automations, agentic systems interpret the user’s intent, plan the best path across systems, and take action — even as conditions change. ITSM (or IT service management) covers the day-to-day processes IT teams use to deliver services to employees, including service desk operations, incident management, and request fulfillment. These workflows often span multiple systems and require contextual decision-making, which means seeing the entire picture rather than a single request. 

That's where agentic AI makes its case. Instead of routing requests to a human agent, it's able to interpret what employees need, determine the best course of action, and execute solutions. And it can do so by connecting with your ITSM tools, identity systems, and knowledge bases to resolve issues instantly.

For IT teams, the payoff is clear: faster resolutions, fewer backlogs, and support that scales with the resources you already have.

Learn about more real-world AI agent use cases for ITSM automation.

Autonomous ticket resolution

One of the most immediate impacts of agentic AI is its ability to resolve common Tier 1 tickets without human involvement.

Password resets, access requests, and software installations are pretty routine requests that make up a significant portion of the IT workload (up to 60%!). Agentic AI is able to handle these requests end-to-end by verifying permissions, executing actions, and confirming completion. It may also act as a self-service troubleshooting AI assistant, walking employees through guided steps when issues like "My VPN isn't working" arise.

Benefits:

• Better user experience with faster, 24/7 support
• Shorter mean time to resolution (MTTR) for common issues
• Lower ticket backlog by resolving routine requests instantly

Implementation guidance: Identify high-volume request types in your ticketing system, then integrate those requests with your ITSM tools and identity management platforms. Focus first on workflows with structured data and clear resolution paths. This is your low-hanging fruit to help prove your use case and, ultimately, drive trust and eventual adoption across more AI use cases.

Intelligent ticket triage and routing

Not every ticket needs to involve the same team. But manually sorting requests takes time, and because of human error, mistakes inevitably happen.

Agentic systems are able to categorize issues, identify urgency, and route tickets based on context and historical patterns. They can distinguish between a minor software glitch and a critical system outage, making sure the right team is involved at the right time.

Benefits:

• Greater support consistency
• Fewer misrouted tickets that waste time
• Faster time-to-resolution by escalating and routing issues to the right team

Implementation guidance: Start by mapping your ticket categories to team structures. Then, validate the artificial intelligence's routing decisions early on. This helps refine accuracy as the system continues to learn.

Knowledge retrieval and fast answers

How often does your team see employee questions that don't require a ticket? 

"What's our PTO policy?" "How do I connect to the VPN?" "Where's the expense report template?"

Agentic AI is able to pull answers to these types of questions from knowledge bases, documentation, and past tickets to provide instant, contextually relevant responses.

Benefits:

• Higher self-service rates
• More consistent, accurate answers
• Fewer redundant inquiries clogging support queues

Implementation guidance: Make sure your knowledge sources are clearly indexed and tagged. The more organized your documentation, the better your AI performs — so train teams to keep it up to date.

Automated access provisioning and deprovisioning

Managing access across systems can be time-consuming and error-prone. Agentic AI is able to execute multi-step access workflows based on role, permission level, and approval logic. 

When an employee requests Salesforce access, the AI gathers details, validates their eligibility, creates records, and closes the ticket automatically. It also handles flows like software installations, so requests like "Install Zoom" are quickly resolved, and your human representatives won't have to worry about them anymore.

Benefits:

• Stronger compliance support
• Lower IT workload managing permissions
• Stronger security through consistent access policies

Implementation guidance: Map out your approval workflows and integrate with your IAM platform. Then, enforce role-based access controls right from the start. That's much easier than trying to tack on security components later.

Agentic AI in IT operations

IT operations (ITOps) maintains and optimizes the infrastructure that keeps your business running, including system monitoring, incident response, and resource management.

Agentic AI is a valuable addition here because it's designed to detect issues proactively, orchestrate corrective actions, and fix complex problems before they become major issues downstream. Instead of waiting for employees to experience and report issues, agentic AI is able to monitor system health and can take action.

Download the complete guide to scaling IT with agentic AI and see how IT leaders are automating operations and freeing up their teams for more strategic work.

System health monitoring and autonomous remediation

Agentic AI can be used to detect anomalies or performance degradation and automatically initiate corrective actions based on predefined rules and execution boundaries.

When a service starts to slow down, agentic AI systems are able to detect that something isn't quite right, and take actions such as opening a problem ticket, running diagnostics, and taking corrective actions like restarting services or scaling resources.

Benefits:

• Less downtime
• Faster incident response
• Fewer escalations to on-call teams

Implementation guidance: Start by connecting monitoring tools and identifying your most common fixes. Automate the low-risk tasks first, then gradually take on more complex tasks.

Infrastructure and resource management

Agentic AI can optimize resource allocation by scaling servers, cleaning up unused resources, and automatically scheduling maintenance tasks. So, instead of manually adjusting infrastructure, the AI monitors usage patterns and makes real-time adjustments, keeping your teams informed wherever they need it.

Benefits:

• More proactive capacity management
• More consistent performance across systems
• Greater potential cost savings from reducing unused resources

Implementation guidance: Figure out when automation should act and make sure you can see what's happening across your infrastructure. Work with your operations teams to create safeguards, since they'll typically know where the biggest risks are.

IT asset and configuration management

Agentic AI helps keep your configuration management database (CMDB) and asset records up to date by reconciling discovered data against inventory, opening specific tasks to fix drift, and flagging non-compliant devices. It can also help streamline patch cycles by identifying vulnerabilities, scheduling updates, and validating the final output.

Benefits:

• Less manual effort
• Reduced security risk
• Stronger compliance support

Implementation guidance: Schedule your patches during maintenance windows and test them in a controlled environment first. That way, you avoid surprises in production. Connect everything to your CMDB to help keep records accurate.

Incident response automation

When an incident occurs, speed matters. Agentic AI can perform first-response actions like log collection, diagnostics, and change reversal, ultimately reducing the load on on-call teams.

Benefits:

• Shorter MTTR
• Improved reliability
• Reduced on-call team workload

Implementation guidance: Create playbooks for your most common incidents and set crystal clear triggers for when automation should kick in. Build in audit trails so you can see what the AI did and (more importantly) why it did it.

Onboarding, offboarding, and move/add/change flows

Employee lifecycle events involve multiple systems and departments. Agentic systems can help automate these workflows, including provisioning accounts, setting up devices, and revoking access during the offboarding process.

Benefits:

• Faster onboarding
• Fewer handoffs between teams
• More consistent, secure processes

Implementation guidance: Start by documenting your existing workflows (are you sensing a theme here?) and identifying where HR, IT, and security intersect. Then perform a pilot with either onboarding or offboarding to prove value before moving on to the next.

Change management and rollout assistance

Agentic AI can orchestrate a full change workflow by reasoning through live data to assess risk, dynamically coordinating approvals across siloed platforms, and adjusting its actions based on the real-time health of the environment. Through this, it can manage maintenance windows, validate that changes succeeded, and roll back automatically if problems surface.

Benefits:

• Less risk of failed changes
• Faster approvals and deployments
• Better visibility into change impact

Implementation guidance: Chart out your approval workflows and connect those to your change management platform. Start automating lower-risk changes first. Success here builds confidence for tackling bigger deployments.

Cross-functional use cases for agentic AI

IT rarely works in isolation. Every major workflow — onboarding, access management, procurement, compliance, employee support — cuts across multiple teams and systems. This makes cross-functional orchestration one of the most powerful applications of agentic AI. Instead of relying on handoffs, manual routing, or brittle integrations, agentic systems can reason across domains, coordinate the right actions, and keep work moving without adding overhead to any single team.

Unified employee support across channels

Employees work in Slack, Microsoft Teams, email, web browsers, and web portals like SharePoint. Agentic AI can meet them wherever they are, giving them consistent support across channels by interpreting each request in context, reasoning across connected systems to determine the right next action, and adapting the response to the communication channel so employees get what they need without switching tools.

Benefits:

• Supports a more seamless experience
• Increases self-service adoption
• Meets employees where they are, whenever they need it

Implementation guidance: Plug in communication channels early and train your AI using past conversations. Customize how it responds in each environment. For example, a chat in Teams will typically call for a different tone than an email.

IT asset management automation

Agentic AI can help your IT team update asset records, check compliance, reconcile inventory, and automatically schedule lifecycle tasks, freeing them to focus on more strategic projects. It does this by reasoning over live configuration and inventory data from multiple systems, identifying inconsistencies or drift, determining the appropriate corrective action, and taking that action automatically — something traditional rule-based automation can’t adapt to when conditions change.

Benefits:

• Better forecasting
• Fewer manual updates
• More accurate data to support better decision-making

Implementation guidance: Get your CMDB and asset tools talking to each other, standardize your tagging approach, and validate each automation step by step. Start small… there's no need to automate everything at once. This can help keep things much more manageable as you scale.

Learn how IT teams are putting agentic AI to work across more of their operations.

Unlock the next era of IT efficiency with Moveworks

Moveworks brings agentic intelligence to enterprise IT — not just automating tasks but reasoning through requests, orchestrating actions across systems, and resolving issues end to end with minimal human intervention. By combining deep language understanding, centralized governance, and secure integrations with ITSM, IAM, monitoring, and collaboration tools, Moveworks acts as a unified intelligence layer that adapts as your environment changes.

The result: faster resolutions, fewer escalations, and operations that scale without additional headcount or brittle workflows.

Agentic AI gives IT teams more than faster resolutions — it gives them a new operating model. With intelligent reasoning, cross-system orchestration, and governed autonomy, IT can scale support without scaling headcount while reducing risk, improving employee experience, and modernizing the way work gets done.

Imagine having IT operations that scale without adding headcount. See how Moveworks makes that possible.