What is the Buzz about Agentic AI (AI Agents)

I am sure the buzz is all around #deepseek and How it is kicking every other LLM to the curb and gaining some prominence. On top of that, one of the most amazing things we saw in the last few weeks came out - Operator, Computer use, AI Agents.

What are AI Agents?

KISS Principle - Keep It Simple Stupid - These are AI models that can do Actions or Tasks autonomously with no Human intervention

As someone who has been in the #ITIL/#ITSM field for over a decade, why am I talking about AI agents? It has been all about real agents and IT Agents performing simple to meticulous tasks.

Now, Did you read the word - "Simple"?

Did you know that even today, when things break, IT Admins and SysAdmins have to go through their Server configs, execute #Powershell scripts, wait for a Job response, decode the error, and update fixes? I am not kidding. Go to this Reddit Subform - /SysAdmin

This forum has good shell scripting on solving problems and some excellent rants about How tools like ServiceNow and Atlassian bring the most pain to these teams. Yes, I agree; as the saying goes - You never get fired for buying ServiceNow ;-) But what to do - Perception is set like that. You buy ServiceNow , thinking it will solve all the challenges. You write a Million $$ Check to ServiceNow . They introduce you to a Partner to implement - The partner gives you another Half a Million $$ checks - In the middle of implementation, you find the cost spiking up - You've not even implemented Incident Management; You get a half-baked ServiceManagement, and that's it - Subpar Service Management and IT has to bear the brunt. Automating every task via Scripts and Actions that was supposed to be done by ServiceNow

Returning to Agentic AI - Why am I bringing this AI Agents discussion into Helpdesk/Service Management?

Let's look at the key pillars of AI Agents

By the way - Yes, I asked Claude to help me build this image - Cool, Isn't it :)

If you've read it so far - I promise you, it gets better

Let's be honest - IT Support/Helpdesk is a very Thankless job. You never get appreciated or thanked for keeping the IT up and running, but when one thing goes wrong, the entire IT department is in front of the fire. For ages, the helpdesk has been Logging Tickets. Only Logging Tickets.

Forgot Password - Go to Portal and Log a Ticket

Want a Laptop - Log a Ticket

Laptop Broken - Log a Ticket

Are you kidding me? Even in 2025, with so much AI Advancement, you are still asking your Users to Log Tickets. I will not talk much about this poor experience because every organization knows this - But their hands are tied.

Coming back to AI Agents & Atomicwork work - Our vision and Mission

UNLOCKING TOMORROW'S IT, TODAY

Why is that - AI Agents are the future! It's inevitable. You can deny and prolong this all you want, but every CEO in every enterprise has this 1 Question for their IT Leader - What are you doing in GenAI-Agentic AI?

Agentic AI Implementation in Atomicwork

This is my Part 1 of Agentic AI - Atomicwork implementation post

Stay tuned. I will give detailed videos/content on each of these value drivers Agentic AI framework