How Agentic AI Will Change It Support Roles
Computerworld, Thursday, July 10th, 2025
Your weekly round-up of the questions asked by readers of CIO, Computerworld, CSO, InfoWorld, and Network World sees us learn how agentic AI will change IT support jobs; why passkeys are not more widely adopted; and when agentic AI will take over the world.
Support for IT support
Agentic AI is revolutionizing the approach by a range of organizations to IT support. Many IT leaders agree with this week's CIO columnist that the future is agentic AI that solves problems before they are even reported. He argued that it's time for CIOs to stop paying the innovation tax of legacy IT tickets and laid out an IT roadmap for agentic AI.
This caused readers of CIO.com to ponder the implications for their own working lives, asking Smart Answers to explain how agentic AI is going to impact the role of humans in IT support.