All videos
0:00 / 0:00
ai

The Workflow That Runs Every Enterprise Is Being Rebuilt by AI Agents

Eye on AI5 August 2026Watch on YouTube

What you'll learn

  • AI agents are replacing traditional IT service management workflows and ticketing systems with faster, more direct solutions
  • IT service management is the 'front door to IT' where users report issues and submit requests, receiving support for laptops, apps, and system outages
  • BMC Helix is implementing agentic AI to transform the inefficient process of filling out portals, waiting in queues, and receiving callbacks after three days

Frequently asked questions

What is IT service management and why is it important for organizations?
IT service management is the front door to IT where employees can report issues, questions, and requests, such as problems with laptops, apps, or system outages. It forms the invisible backbone of how large organizations function daily.
How is agentic AI changing the traditional IT service management process?
Agentic AI replaces the traditional workflow of filling out portals, tickets sitting in queues, and callbacks after days. This makes the process faster and more direct.
What role does BMC Helix play in transforming IT service management with AI?
BMC Helix is implementing agentic AI to dramatically change IT service management workflows and improve the efficiency of the support process. The front door to IT is being rebuilt in real time.
Why does IT service management feel invisible to most users until something breaks?
IT service management operates in the background as an unglamorous backbone of organizations. Users notice the system mainly when they need support or when something stops working.

Topics

ai agentsenterprise automationit service managementworkflow optimization

Description from the channel

Every company has one. You've used it, even if you didn't know what it was called. Ryan Manning, Chief Product Officer at BMC Helix, gives the simplest possible explanation of IT service management: it's the front door to IT. New laptop? Issue with an app? System down at the worst possible moment? That's where you go - a portal, an email, a phone call to the service desk. It's the unsexy backbone of how every large organization actually functions. And agentic AI is now changing that workflow dramatically, replacing the portal you filled out, the ticket that sat in a queue, the person who called you back three days later. The front door is getting rebuilt in real time. Did you know this part of IT was changing so fast, or does it feel invisible until something breaks? Full conversation with Erhan Giral & Ryan Manning of BMC Helix on Eye on A.I.