The 2026 IT leader's guide to buying ITSM software in the Agentic Era
Buying ITSM software has never been more confusing.
Two major acquisitions in late 2025 — ServiceNow buying Moveworks for $2.85B and Automation Anywhere acquiring Aisera — eliminated prominent alternatives and consolidated the market further.
And then, there’s the term “agentic” - what does it mean and how does it differ from the automation already built into your current platform?
This guide is designed to cut through the hype, examining what IT leaders actually say about their platforms after 12+ months of use and not what vendors claim in demos.
Inside, you'll find:
- An honest assessment of where the agentic service management market stands
- Why 40% of your requests shouldn't be reaching your IT team in the first place
- A 7-step decision-making framework built around work categorization and IT maturity
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Clear guidance on AI ROI and the true TCO of next-gen agentic IT solutions
