Get Started with the Agentic Enterprise
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Agentforce AI augments human service teams across the key IT service management processes.
- Describe how Agentforce IT Service enables collaboration, automation, and intelligent operations.
- Differentiate how Agentforce AI supports employees and IT fulfillment teams.
Before You Start
Before you start this module, consider completing this recommended content.
Recap IT Service Management, IT Infrastructure Library, and Agentforce IT Service
You already understand that IT Service Management (ITSM) is the practice of continually improving IT service delivery, guided by the foundational best practices of the IT Infrastructure Library (ITIL) framework.
Before exploring Agentforce AI capabilities, let’s review the core processes and foundational elements that make up the Agentforce IT Service ecosystem. Agentforce IT Service builds on proven ITIL best practices to streamline operations and ensure service consistency.
Explore Service Management Processes
These core processes manage the entire service lifecycle, resolving issues and preventing recurrence, and controlling all necessary modifications.
-
Incident Management: Detect, report, and resolve service interruptions to minimize their impact.
-
Problem Management: Identify and manage the root cause analysis of recurring incidents to prevent future interruptions.
-
Change Management: Control and implement modifications to critical systems to minimize risk and maintain stability.
-
Knowledge Management: Capture, organize, and share critical information to enable faster support and self-service.
-
Release Management: Plan, schedule, and control of deployments to ensure smooth transitions and minimal disruption.
-
Request Management: Provide a user-friendly, omnichannel solution for employees to submit, track, and fulfill service requests.
Learn Foundational Infrastructure
Foundational elements provide the essential backbone, data integrity, and collaboration channels required for the entire solution to interoperate in an efficient manner.
-
Slack Integration: Real-time communication and collaboration for IT teams and employees by embedding key workflows directly in the workspace.
-
Configuration Management Database (CMDB): Central, authoritative repository for IT infrastructure data, assets, configurations, and relationships between them.
-
Salesforce Go: Simplified setup and adoption of ITSM features through a guided, streamlined process for rapid configuration and deployment.
Meet the Agentic Enterprise
Now that you’ve reacquainted yourself with the basics, you can focus on the AI at the heart of the solution: Agentforce. Agentforce is a comprehensive platform for building, customizing, and deploying autonomous AI agents across various business functions. This certainly applies to ITSM too. This pivotal shift—known as the agentic enterprise—leverages AI to optimize your IT support functions, delivering smarter, faster solutions. To visualize Agentforce, think of AI as a coin with two sides: AI for employees and AI for IT teams.
Agentforce acts as an augmentation for IT teams, injecting AI-driven automation. AI-powered assistants handle common requests, recommend solutions, or draft responses, while you and your colleagues handle complex, high-value issues. You are working with AI agents to provide faster, smarter service.
As a key benefactor of this intelligent ITSM solution, whether you are an Incident Manager, Problem Manager, or Change Fulfiller, you rely on Agentforce to execute repetitive manual tasks. For example, you can use Agentforce capabilities to check and correct attributes, generate summaries, and proactively associate similar records, giving you instant context and streamlining your daily tasks.
What’s Next
Coming up, you explore the vital collaboration between AI and human teams, focusing specifically on using Agentforce capabilities within the three core service management processes. These include incident management, problem management, and change management. In the next unit, you see how AI transforms these service management processes through concrete actions.