Not All Agents Are Created Equal: Getting Agentic AI Right for IT

This article clarifies the differences between various types of “agents” in IT – endpoint agents (data collection), automation bots (task execution), and AI agents (intelligent orchestration). Successful implementation of AI agents relies on current knowledge bases, real-time context, strong governance, and careful change management to seamlessly coordinate existing automation and provide “invisible” support to end-users. Ultimately, the goal is to improve key IT metrics like ticket deflection, MTTR, and customer satisfaction by intelligently automating workflows and resolving issues without users noticing the complexity behind the scenes.