Agentic Service Management: Moving Beyond Tickets to Outcomes - Gurudutt RV

This session explores how a modern service desk operates and how requests flow in practice. It walks through a journey of delegating and resolving tickets autonomously using an agentic system embedded in Jira Service Management. The talk covers how analysis, planning, execution, and human handoff are structured, and how supervisor and specialist agents, tools, and long-term context come together in real-world scenarios. It also reflects on the shift from a ticket-first approach to an outcome-driven model, and the role agentic systems can play in the future of service operations. What You Will Learn •How agentic systems can autonomously handle ticket delegation and resolution •Structuring analysis, planning, execution, and human handoff in service workflows •The shift from ticket-first to outcome-driven service management. More on-demand engineering talks: https://saltmarch.com/on-demand GAINS 2026 | 09th–10th December | Bengaluru India’s first engineering conference for the AI-native software era https://ainativesummit.com GIDS 2027 | 20th Edition | 27th–30th April | Bengaluru https://developersummit.com