Agentic AI in Enterprise Service Management: Transforming ITSM and ITOM with Autonomous Intelligence on the ServiceNow Platform

Abstract

Agentic artificial intelligence deploys goal-directed autonomous agents capable of executing complete service resolution workflows without human intervention at each step. This paper reports on a production deployment of two specialized agents within the ServiceNow platform: a Laptop Troubleshooting Agent for end-user hardware and software support and an Incident Resolver Agent for P1 and P2 production incidents. Drawing on a single-enterprise case study, the paper documents a 35-50% reduction in manual ticket handling, a 25-40% improvement in incident resolution velocity, and qualitative SLA compliance improvement across measured categories. The study demonstrates that production-grade agentic ITSM is achievable within existing enterprise platform infrastructure, contributes empirical evidence for multi-agent decomposition, and documents human-AI complementarity dynamics that emerge when autonomous agents absorb deterministic service work.