This Technical Summary from Omdia was commissioned by ServiceNow and is distributed under license from TechTarget, Inc. © 2026 TechTarget, Inc. All Rights Reserved. 1 MAY 2026 Begin Your Journey to Self-Healing IT with ServiceNow Autonomous Service Operations Justin Boyer, Senior Validation Analyst Overview IT operations can see many benefits of agentic AI and automation, as IT has only become more complex over time. Enterprise Strategy Group (now Omdia) research indicates that organizations believe in the transformational power of AI agents, with 91% of surveyed organizations reporting that AI agents will improve their organization’s efficiency and automation. A further 86% reported that AI agents can streamline complex tasks and reduce manual workloads. Finally, 87% stated that AI agents will enable them to solve problems they previously couldn’t.1 These benefits are essential for many IT operations teams that struggle to keep up with growing complexity and demand