The future of IT service desks with Agentforce IT Service

IT service desks are under constant pressure to deliver faster, more reliable support while reducing operational costs. Legacy IT support models are often fragmented, reactive, and resource-intensive, leaving employees frustrated and IT teams stretched thin. Organizations are looking for solutions that not only streamline IT operations but also enhance the overall employee experience, enabling teams to focus on strategic initiatives rather than repetitive service tasks.

Emerging technologies, particularly artificial intelligence, are transforming the way IT service desks operate. AI-powered platforms are moving beyond basic automation to deliver agentic IT service, where AI agents work alongside human support staff to anticipate, resolve, and prevent issues before they escalate. This shift is redefining the role of IT teams, making them more proactive, intelligent, and capable of driving measurable business outcomes.

One such solution leading this transformation is Agentforce IT Service. By combining AI, intelligent workflows, and seamless multi-channel support, it offers organizations a unified platform that addresses both the operational and experiential challenges of modern IT service management. As enterprises increasingly prioritize agility, employee satisfaction, and cost efficiency, adopting a solution like Agentforce IT Service is strategically necessary.

What is Agentforce IT Service?

Agentforce IT Service is a comprehensive IT service management (ITSM) platform built on Salesforce that seamlessly blends human expertise with AI-driven automation. Unlike traditional IT service desks, it empowers employees to resolve issues conversationally, whether they are using Slack, Microsoft Teams, email, webchat, or portals. The platform centralizes all IT operations, providing a single source of truth for incidents, requests, changes, and knowledge management, while dynamically adapting to organizational data and workflows.

At its core, Agentforce IT Service leverages AI agents to detect issues proactively, analyze incident history, and guide resolutions in real time. Employees can submit requests, receive software or hardware provisioning, and access IT support instantly, all through a unified interface. For IT teams, this means a dramatic reduction in repetitive tasks, improved consistency in service delivery, and the ability to focus on higher-value projects that drive business impact.

Beyond automation, Agentforce IT Service offers advanced orchestration capabilities. The platform integrates with over 100 prebuilt connectors and existing IT systems, creating intelligent workflows that handle incidents, problems, and change management end-to-end. With features like a dynamic CMDB, proactive incident detection, and built-in AI guidance, Agentforce IT Service ensures that organizations can deliver faster, smarter, and more reliable IT support across every department.

Top benefits of Agentforce IT Service

Adopting Agentforce IT Service transforms IT support from a reactive, fragmented function into a proactive, intelligent operation. The platform not only accelerates issue resolution but also improves employee satisfaction and operational efficiency across the organization.

In addition to operational improvements, Agentforce IT Service drives measurable business outcomes. By automating repetitive tasks, providing real-time insights into IT operations, and ensuring faster resolution of incidents, organizations can reduce downtime, lower support costs, and improve overall service reliability. The platform also strengthens employee engagement, as staff can resolve issues themselves or receive instant support on their preferred channels, creating a seamless experience across the enterprise. Some of the key benefits include:

1. Faster issue resolution: AI agents detect and resolve incidents automatically, while guiding human agents to handle complex cases quickly.
2. 24/7 support across channels: Employees can access IT help via Slack, Teams, email, webchat, or portals anytime, anywhere.
3. Reduced service request volume: Automation of routine tasks, such as password resets and software provisioning, frees IT teams for strategic initiatives.
4. Proactive incident management: Predictive analytics and intelligent workflows prevent issues before they impact employees.
5. Unified IT visibility: A dynamic CMDB and real-time infrastructure graph provide a complete view of assets, dependencies, and service performance.
6. Consistency and compliance: AI-driven workflows enforce SLA policies, reduce errors, and maintain ITIL-aligned processes.
7. Seamless integration: Over 100 prebuilt connectors enable rapid integration with existing IT ecosystems and business applications.
8. Enhanced employee experience: Employees enjoy a single, intuitive interface for all IT services, reducing frustration and increasing productivity.

Together, these benefits position Agentforce IT Service as a strategic solution for organizations looking to modernize their IT service desks, optimize operations, and deliver a superior employee experience.

How will AI change the IT industry?

The IT service landscape is undergoing a fundamental shift. Traditional service desks, reliant on manual ticketing and siloed workflows, are struggling to meet the demands of modern enterprises. With Agentforce IT Service, organizations can move from reactive support models to proactive, predictive, and fully orchestrated IT service management. This transformation is not just operational—it redefines the role of IT teams, enabling them to act as strategic enablers rather than cost centers.

By combining AI, automation, and unified service management, Agentforce IT Service sets a new benchmark for efficiency and employee experience. IT teams can detect, prevent, and resolve incidents faster, while executives gain real-time visibility into operations, risk, and resource allocation. As the industry shifts toward AI-augmented service desks, businesses adopting these technologies are positioned to outperform competitors in both productivity and user satisfaction. Key industry impacts supported by research and data include:

• Reduced operational costs and autonomous resolution: Gartner predicts agentic AI will autonomously resolve up to 80% of routine service issues and drive a ~30% reduction in operational costs by 2029 — meaning fewer escalations and less manual effort required by human teams.
• Faster incident resolution: SolarWinds’ State of ITSM report finds organizations using AI capabilities saw average incident resolution time reduced by ~17.8%, saving nearly five hours per ticket on average.
• AI-driven productivity and efficiency gains: Broader industry statistics show AI-enabled ITSM boosts agent productivity, improves decision speed, and accelerates resolution processes, with organizations reporting up to a 20% improvement in incident resolution times.
• Rising strategic priority for AI investments: Service desk leaders increasingly prioritize AI and automation technologies, with 60% planning to increase budgets for AI adoption — reflecting the belief that smarter IT support correlates with competitive advantage.

These trends indicate that Agentforce IT Service is not just a technology upgrade—it’s a catalyst for reshaping how IT service desks operate, delivering measurable efficiency gains, and redefining the value IT brings to the business.

How this all fits in the larger IT landscape

The modern IT landscape is defined by complexity, rapid digital transformation, and heightened expectations for employee experience. Organizations rely on multiple systems, applications, and endpoints, making IT service delivery a multifaceted challenge. Agentforce IT Service fits into this landscape as a unifying solution, connecting disparate systems while streamlining workflows and providing a single source of truth across incidents, assets, and service requests. By centralizing IT operations, it reduces fragmentation and ensures that every employee interaction is efficient, consistent, and data-driven.

Beyond IT, Agentforce IT Service aligns with broader enterprise objectives. Its AI-powered orchestration and automation capabilities are not limited to technical support; they extend into HR, facilities, and other service-oriented departments. This cross-functional approach breaks down silos, enabling organizations to deliver seamless service experiences across the business. In doing so, Agentforce IT Service supports a broader strategy of operational agility, digital enablement, and employee empowerment, all while maintaining ITIL best-practice alignment.

The platform also enhances enterprise visibility and risk management. With a dynamic CMDB, AI-driven monitoring, and real-time dependency mapping, organizations gain actionable insights into their infrastructure, applications, and workflows. This enables proactive incident prevention, faster change management, and more accurate reporting, which are critical for maintaining compliance, ensuring service reliability, and supporting long-term digital transformation initiatives.

By unifying IT service management, enhancing cross-departmental collaboration, and providing predictive insights, Agentforce IT Service positions enterprises to operate smarter, faster, and with greater resilience. It is a strategic component of the modern IT ecosystem, ensuring technology investments directly contribute to business outcomes.

How to prepare to integrate Agentforce IT Service

Integrating Agentforce IT Service into your organization requires more than just deploying a new platform—it demands a strategic approach to people, processes, and technology. Preparation is key to ensuring a smooth transition, maximizing ROI, and fully leveraging the AI-driven capabilities of the platform. Organizations must assess current IT workflows, identify areas for automation, and align service delivery objectives with broader business goals.

A structured preparation plan allows IT teams to confidently adopt agentic IT service while minimizing disruption to employees. By understanding existing system dependencies, establishing clear communication channels, and defining success metrics, organizations can ensure that Agentforce IT Service complements rather than complicates existing IT operations. Key steps to prepare for integration include:

• Conduct a workflow audit: Identify repetitive, high-volume tasks suitable for AI automation.
• Map current IT systems and dependencies: Understand data flows, integrations, and system touchpoints.
• Engage stakeholders: Include IT, HR, and business unit leaders to align on expectations and objectives.
• Define KPIs and success metrics: Track resolution times, employee satisfaction, and cost savings.
• Develop a change management plan: Prepare employees for the new platform through training and communication.
• Leverage prebuilt connectors: Identify integrations with existing systems to accelerate deployment.
• Test AI workflows: Pilot automated processes in controlled scenarios to validate performance and accuracy.

By taking these steps, organizations can ensure a smooth and effective integration of Agentforce IT Service, unlocking its full potential to improve efficiency, reduce costs, and elevate the employee experience.

Partner with TELUS Digital to transform IT service

The future of IT service desks is intelligent, proactive, and employee-centric. Agentforce IT Service empowers organizations to deliver faster resolutions, streamline operations, and enhance the overall experience for employees and IT teams alike. By leveraging AI agents alongside human expertise, enterprises can reduce operational costs, prevent disruptions, and position IT as a strategic driver of business value.

TELUS Digital, as a trusted Salesforce consulting and implementation partner, has the expertise to help organizations deploy Agentforce IT Service seamlessly and strategically. Our team works closely with IT leaders to design, implement, and optimize AI-driven workflows, ensuring every deployment delivers measurable impact. Reach out to one of our experts today to explore how Agentforce IT Service can modernize your IT operations, improve employee satisfaction, and future-proof your service desk.

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