Intellias has launched Agentic ServiceOps, a managed IT service that uses governed AI agents across service desks and infrastructure operations, as enterprises look to automate more IT tasks without replacing their existing technology stacks.
The offering applies agentic AI across IT service management (ITSM) and IT operations management (ITOM). It introduces an Intelligent Orchestrator Layer into existing enterprise environments, allowing AI agents to classify requests, gather relevant context and resolve certain issues before they reach human engineers.
When a solution already exists in ticket histories, runbooks or configuration data, the agents can resolve and close requests at the L0 support level without human intervention. More complex cases are passed to engineers with relevant identity, asset and service history already attached, reducing the time spent investigating an issue before working on a resolution.
Agentic ServiceOps also extends beyond service desk requests to infrastructure and applications. It connects information across cloud, monitoring and IT service platforms to identify incidents, determine potential causes and support faster responses. Intellias said agent actions operate within defined security and compliance policies, with decisions recorded for audit purposes.
The managed service combines the orchestration layer with cross-functional agentic AI engineering teams and certified engineers operating around the clock across EMEA, the Americas and APAC. It follows ITIL 4-aligned processes and operates under ISO/IEC 27001 and SOC 2 Type II controls.
Intellias said it has already deployed the system internally. Within its own IT operations, agents are being used to triage, classify, prioritise and assign first-line requests, achieving a company-reported classification accuracy of 95% to 96%.
The company also cited a deployment for a European mobility enterprise, where AI-driven automation was introduced across more than 100 business and IT processes. Intellias said the implementation reduced support workloads by 90%.
Agentic ServiceOps works with existing enterprise platforms rather than requiring organisations to replace their IT systems. Supported environments include ServiceNow, Jira Service Management, Datadog, Dynatrace and PagerDuty, alongside Azure, AWS, Google Cloud and on-premises infrastructure.
The service is available to enterprises now and begins with a scoped pilot focused on a defined service area. Organisations can then expand deployment based on measured results.
Intellias is also tying its commercial model to operational outcomes rather than ticket volumes, positioning the service around resolving more requests, reducing repeat incidents and limiting the need for support headcount to grow at the same rate as IT demand.
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