Building the Definitive Research on AI Agents in ESM

Understand AI Agents
in Enterprise Service Management

Intertwine is developing comprehensive research on AI agent adoption in Enterprise Service Management (ESM) through direct conversations with CIOs, CISOs, and IT leaders. We're building the insights and intelligence that ESM leadership needs to navigate the AI transformation.

Join Our Research Early Access to Report

30+

CIOs, CISOs & IT Leaders Interviewed

In Progress

State of the Agent in Enterprise Report

Dec 2025

Publishing First Comprehensive Study

Core Research Areas

AI Agent Adoption in ESM

Our research examines how AI agents are transforming four critical areas of ESM operations

Service Desk Automation

Tier 1-2 Support Intelligence

AI agents are beginning to handle substantial portions of tier 1 support tickets autonomously. We're researching adoption patterns, implementation challenges, and the real-world impact on service desk operations in enterprise ESM deployments.

Automated ticket triage & intelligent routing
AI-powered response generation
Self-service portal enhancement

Incident Management

Detection, Response & Resolution

From proactive detection to automated resolution, AI agents are reshaping incident management workflows. Our research explores how enterprises are implementing these systems, the challenges they face, and the impact on mean time to resolution.

Proactive incident detection
Automated root cause analysis
Intelligent post-incident documentation

Change Management

AI-Powered Risk Assessment

AI agents are being deployed to assess change risk, predict downstream impact, and streamline approval workflows. We're examining how forward-thinking organizations are using AI in ESM to accelerate safe deployment while maintaining operational stability.

Intelligent risk scoring
Impact prediction & modeling
Automated rollback capabilities

Knowledge Management

Intelligent Documentation Systems

AI agents are automating knowledge base creation, maintenance, and curation. Our research investigates how enterprises are leveraging AI to transform documentation workflows and improve knowledge accessibility within ESM functions.

Automated documentation generation
Semantic search & discovery
Content freshness monitoring

Coming Soon

State of the Agent in ESM

Our flagship research report synthesizing insights from conversations with 30+ CIOs, CISOs, and IT leaders

In Development

Q2 2025

State of the Agent in ESM 2025

Comprehensive analysis of AI agent adoption across enterprise organizations. Based on direct interviews with IT leadership, this report will cover implementation strategies, lessons learned, and the future of AI agents in ESM.

What We're Investigating:

Current state of AI agent adoption in ESM
Implementation challenges and success factors
ROI expectations vs. reality
Organizational readiness and change management
Vendor landscape and evaluation criteria

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Emerging Themes

What IT Leaders Are Saying

Key themes emerging from our conversations with ESM leadership

High Interest, Cautious Implementation

IT leaders express strong interest in AI agents but are taking measured approaches to deployment, focusing on pilot programs and phased rollouts.

Security & Governance Concerns

Organizations are prioritizing security frameworks and governance models before scaling AI agent adoption across critical IT operations.

Talent & Skills Gap

A recurring challenge is the need to upskill existing teams and develop new competencies around AI agent management and oversight.

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Contribute to the Conversation

Share your experience and insights on AI agent adoption in your organization

Research Interviews

30-45 minute conversations with our research team about your organization's AI agent journey, challenges, and lessons learned. Your insights help shape our understanding of the enterprise landscape.

Confidential and anonymous
Early access to research findings
Network with peer organizations

Participate in Research

Analyst Briefings

One-on-one discussions about AI agent strategy, vendor evaluation, and implementation planning. Get perspective on what we're learning from other organizations navigating similar challenges.

Strategic guidance
Market landscape insights
Implementation best practices

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Get Involved

Help Shape the Future of AI in ESM

Whether you're exploring AI agents, actively implementing them, or already seeing results - your experience matters. Join our research community and get early access to our findings.

Join Our Research Get Early Report Access

Join 30+ ESM leaders shaping our understanding of AI agents