It's Time To Retire The Ticket: An IT Roadmap For Agentic As
CIO, Monday, July 7th, 2025
Stop paying the innovation tax of legacy IT tickets; the future is agentic AI that solves problems before they are even reported.
For decades, IT teams have treated tickets as the cornerstone of service management. Tickets document, route, escalate and measure. Tickets prove we're working. And yet, tickets are also a tax. A tax on time, morale and, increasingly, on innovation.
The truth is, tickets were never designed for the speed, complexity and scale of modern enterprise environments. With hybrid infrastructure, AI workloads, and rising expectations for uptime and experience, waiting for problems to be reported before acting is no longer good enough. IT needs to get ahead of issues, not just respond after they happen.
It's time to retire the ticket as the default unit of work in IT.