Agentic Service Management: Moving Beyond Tickets to Outcomes - Gurudutt RV

This talk explores the dynamics of a modern service desk and the practical flow of requests within it. The speaker walks through the journey of autonomously delegating and resolving tickets using an agentic system integrated into Jira Service Management. Key topics include the structuring of analysis, planning, execution, and human handoff in service workflows, as well as the transition from a ticket-first approach to an outcome-driven model. The session also highlights the potential of agentic systems in shaping the future of service operations.