Enterprise insights on governance, integration, and why AI agents succeed or fail inside IT operations.

AI agents and chatbots are becoming the most visible face of AI in IT. But visibility doesn’t equal impact. 

While nearly 40% of enterprises already use AI-powered chatbots in ITSM, our survey of 1,100 global IT professionals reveals a more nuanced reality: conversational AI alone isn’t enough. The success of AI agents depends on what sits behind them. 

This infographic explores a critical insight from the research: AI struggles not because of lack of interest, but when the right operational foundation isn't in place.  

This infographic breaks down:

• The top barriers preventing AI from delivering ROI, from data security to integration gaps.
• How structured ITSM workflows provide the governance, context, and execution AI needs.
• Why ITSM is emerging as the control plane for AI agents in the enterprise.

With one-third of enterprises planning to introduce new AI tools in the next 12 months, IT leaders face a choice: Deploy AI agents in isolation and risk inconsistent results or embed them within ITSM to drive reliable, repeatable outcomes.  

This infographic helps decision makers understand what’s required to make AI agents operational, not experimental.  

Download the infographic to understand how ITSM provides the structure AI agents need to deliver real business value.