Artificial Intelligence

Agentic Smart ITIL, And The Disruption Of The Market Of Conventional Enterprise Applications

Authors: Stephane H Maes

Information Technology Service Management (ITSM) and the execution of ITIL 4 frameworks are currently bottlenecked by legacy, deterministic software platforms that rely heavily on manual workflows and human operators. They also come with lock-in, and heavy TCO. This paper argues for replacing these monolithic, or composable, applications with a fully autonomous Agentic AI application, and predicts that it will happen soon. It is organized first with typical practices for agentic AI platforms. Accordingly, by leveraging hierarchical agent topologies, standardized open protocols (MCP and A2A), and dynamic temporal graph memory, enterprises can transition from manual orchestration to the algorithmic execution of ITIL 4 practices, e.g., achieving zero-touch incident resolution and predictive problem management. This approach extends far beyond IT operations, nowadays often part of ITSM offerings. It is already being done by some vendors, but with time and efforts to develop, that still often precludes enterprises to do it themselves, while the innovators dilemma limits what incumbent vendors are willing to transform to agentic AI, i.e., definitively not the core processes of their software, sticking instead to side-car copilots and agents extensions, associated to end user task, which already provide significant ROI. New vendors should not have such qualms.The shift toward "Do-It-For-Me" (DIFM) autonomous execution fundamentally collapses the seat-based licensing models of traditional software, triggering the obsolescence of massive enterprise suites like ITMS/ESM/ITOM and including ERP and CRM platforms. We detail how the "Agentic Strangler Fig" pattern, catalyzed by Application-aware (agentic) AI with real-time discovery and coding (RTDC) mechanisms, defined in the paper, allows organizations to bypass multi months or year migrations, by surrounding, with AI agentic processes that extend then replace and decommissioning the legacy enterprise applications, while saving in TCO, and achieving fully autonomous outcome. This way, enterprises are able to surround their ITSM/ESM/ITOM software, as well as other enterprise software, until left only with agentic AI and a database system of record, leading to ROI from significant cost reductions, autonomous automation, and the ability to customize their preferred processes, without the usual risks that this will lead to difficult upgrades in the future, or other problems.We also argue that the market of enterprise application market is about to be disrupted, but contrary to many recent discussion, this does not necessarily mean the dead of SaaS.

Comments: 36 Pages. All related details of the projects (and updates) can be found and followed at https://shmaes.wordpress.com/

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[v1] 2026-03-29 11:52:42

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