The poll data comes from the Candefero and Canalys databases, with each poll surveying between 300 and 400 decision-makers, which gives the findings a reasonable level of credibility.
However, as you’d expect from a vendor-commissioned piece, the emphasis is firmly on why you should be adopting now rather than waiting.
That said, the underlying data points are useful for anyone trying to understand where the market is heading.
The execution gap between internal experimentation and production deployment is real.
The governance barrier is real.
And the competitive pressure on organizations that delay is, if anything, likely to intensify as the technology matures.
The full report includes detailed action plans for both MSPs and internal IT teams, along with the complete polling data and Omdia’s formal recommendations.
You can download it here:
Whether you’re already piloting agentic AI in your service desk operations or still weighing up the options, the window for early-mover advantage is narrowing.
The question isn’t whether agentic AI will reshape IT service delivery and support, but whether you’ll be ahead of the curve or playing catch-up.
Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.
The poll data comes from the Candefero and Canalys databases, with each poll surveying between 300 and 400 decision-makers, which gives the findings a reasonable level of credibility.
However, as you’d expect from a vendor-commissioned piece, the emphasis is firmly on why you should be adopting now rather than waiting.
That said, the underlying data points are useful for anyone trying to understand where the market is heading.
The execution gap between internal experimentation and production deployment is real.
The governance barrier is real.
And the competitive pressure on organizations that delay is, if anything, likely to intensify as the technology matures.
The full report includes detailed action plans for both MSPs and internal IT teams, along with the complete polling data and Omdia’s formal recommendations.
You can download it here:
Whether you’re already piloting agentic AI in your service desk operations or still weighing up the options, the window for early-mover advantage is narrowing.
The question isn’t whether agentic AI will reshape IT service delivery and support, but whether you’ll be ahead of the curve or playing catch-up.
Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.
https://www.linkedin.com/in/sophiedanby/