AI ITSM with Agentforce | Transform IT Service Delivery

Why traditional ITSM is holding you back

Most organisations already have IT service management (ITSM) in place. On the surface, it works. But behind that, the same patterns still exist: requests move through queues, work is triaged manually, and progress depends on someone picking things up and moving them forward. Over time, that way of working starts to create pressure. Response times slow down, the experience becomes inconsistent, and keeping up with demand requires more effort and more people. What once felt manageable begins to feel like something your teams are constantly working around.

The challenge isn’t the platform itself, it’s the service model behind it. And that’s where the opportunity to do things differently starts.

From ticket management to service execution

AI is changing what ITSM can be. Instead of work being managed step-by-step, it can now be handled as it happens. Organisations can now move to event-driven, autonomous service delivery, where AI agents interpret requests, trigger the right actions, and carry them through across systems.

This shifts ITSM away from coordinating work across queues and teams, towards a model where work is handled as part of a continuous process, reducing the need for manual input and keeping services moving without delay. But making this shift isn’t just about introducing new technology. It means rethinking how your services run day to day, connecting systems that don’t currently work together, and ensuring governance, approvals, and control still operate in the right way as more decisions become automated.

Introducing AI into live environments also needs to be handled carefully, so it delivers value without creating risk or disruption.

Diagram showing how ITSM fits into the Salesforce ecosystem

A smarter way to run ITSM

Agentforce IT Service brings this model into practice. At the centre of this are AI agents that understand your organisation, including your systems, policies, users, and workflows, and take action across them in real time. Rather than assisting or routing requests, they carry them through to completion.

Everything runs on Salesforce, bringing together Service Cloud, Agentforce, and Data 360 into a single platform. With data, services, and workflows connected, requests can be handled end to end, without being passed between systems or teams.

DISCOVER ITSM

Diagram showing how ITSM fits into the Salesforce ecosystem

Types of prebuilt agents

AI agents built for real scenarios

Agentforce IT Service includes a set of prebuilt AI agents, designed around specific types of IT requests, from access and incidents through to devices and everyday service desk needs. These agents are set up to take ownership of tasks and see them through without relying on handoffs.

Where this becomes powerful is in how those agents are configured. Our team will configure them to your environment, shaping them around your systems, approval flows, and service structure so they operate in line with how your organisation actually works.

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Where AI-led ITSM makes the difference

Image showing how ITSM is changing - legacy processes vs new tasks being handled instantly

Support that works the way people expect

Most employees don’t want to think about IT support at all. They just want things to work.

With Agentforce IT Service, support sits within the tools they use everyday like Teams, Slack, or web chat. Your employees can ask for what they need, and an AI agent handles it straight away.

No logging tickets
No chasing updates
No waiting on simple fixes

Support becomes part of the working day, without interrupting it.

Image showing how ITSM is changing - legacy processes vs new tasks being handled instantly

Diagram showing different tasks an AI agent can handle

Take the pressure off your IT team

For IT teams, this changes where their time and expertise are focused.

AI agents take care of a large share of routine requests, so what reaches your team is already clear and ready to act on. Day to day, that means:

Less time spent on repetitive tasks
Fewer manual handoffs between teams
Faster resolution of complex issues
Clearer visibility across services and dependencies

Instead of managing the flow of work, your team can focus on delivering outcomes and continuously improving service.

SHIFT TO ITSM

Our approach to ITSM transformation

We take an outcome-led approach to moving you from your legacy ITSM to Agentforce IT Service. Whether you’re evolving your current setup or moving from platforms like ServiceNow or Jira, we'll make sure to reduce risk and help you deliver value quickly.

Agentforce IT Service Approach

A practical path from legacy ITSM to Agentforce ITSM

Replacing an ITSM platform can feel high-risk, especially when so much of your day-to-day service depends on it. The priority isn’t just getting to a new solution, but doing it in a way that keeps everything running as it should.

Our migration approach is designed to:

Deliver value early, rather than waiting for full replacement
Avoid “big bang” transitions
Maintain business continuity

Instead of a single cutover, we introduce AI agents alongside your existing ITSM and begin shifting demand away from legacy systems over time. This often starts with high-volume, lower-complexity services, where the impact is immediate and disruption is minimal. From there, the model expands, allowing you to modernise how service works without interrupting operations or taking on unnecessary risk.

Move beyond legacy ITSM. Build an AI-led service model.

Shift from traditional, ticket-based ITSM to a real-time, AI-driven service model using Agentforce - without disrupting your operations.

Why traditional ITSM is holding you back

From ticket management to service execution

A smarter way to run ITSM

AI agents built for real scenarios

Where AI-led ITSM makes the difference

Support that works the way people expect

Take the pressure off your IT team

Want to see how we delivered a full ITSM transformation for a UK police force in a way that set a new benchmark on the platform?

What AI-led ITSM enables across your organisation

Operate with less overhead

Improve service performance

Scale without added complexity

Create a more connected environment

Strengthen control and governance

Make better decisions with real insight

Our approach to ITSM transformation

A practical path from legacy ITSM to Agentforce ITSM

Ready to move to autonomous ITSM?

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