TLDR: IT tickets are outdated and hinder productivity in modern enterprises. They slow down response times and create inefficiencies. The future demands proactive solutions using agentic AI and automation to resolve issues before they escalate. This involves reimagining service delivery, focusing on automation of repetitive tasks, integrating AI for intelligent decision-making, and allowing human agents to concentrate on higher-level strategic tasks. By transitioning to this model, organizations can enhance productivity, reduce incident resolution times, and align IT outcomes with business goals.
https://www.cio.com/article/4018133/its-time-to-retire-the-ticket-an-it-roadmap-for-agentic-ai.html