SysAid Announces General Availability of Agentic AI Platform with AI Agents for ITSM -- Easy to Use, Secure, and with Enterprise-Grade Capabilities

TORONTO, March 25, 2025 /PRNewswire/ -- SysAid, a leading provider of Enterprise and IT Service Management solutions, today announced the launch of its groundbreaking ready-to-use AI Agents now available in SysAid Copilot. Designed to anticipate needs, make intelligent decisions, and take action within IT environments, these AI Agents mark the beginning of a new era of Agentic AI for ITSM.

SysAid AI Agents are purpose-built operators that automate IT tasks, streamline workflows, enhance security, and optimize asset administration—reducing manual effort and accelerating service delivery. Leveraging advanced reasoning and AI-driven orchestration, they seamlessly integrate with tools like Azure AD, Intune, SharePoint, Slack, and more, intelligently optimizing workflows.

The AI Agents specialize in different areas within IT operations, for example, an AI Agent can onboard a new employee across multiple systems, flag assets with expiring warranties before they cause disruption, or analyze ticket trends to predict and prevent recurring issues.

Built within a secure, governed platform, SysAid embeds security, privacy, and control into every layer of its AI framework, including SOC2 certification, GDPR compliance, customizable access controls, policy guardrails, and full monitoring—providing a foundation of trust for AI-driven service management.

Unlike traditional enterprise platforms that can be complex, expensive, and resource-intensive to implement, SysAid delivers advanced AI capabilities tailored to the realities of midsize IT teams. With SysAid organizations can go from concept to automation in weeks—not months—without the need for large-scale development resources or external consultants.

AI That Doesn't Just Suggest—It Acts

"AI in ITSM has long been about automating repetitive tasks—but that's just the beginning. With SysAid AI Agents powered by Agentic AI, we're redefining what's possible for midsize organizations—offering the kind of intelligent automation previously only available to the largest enterprises, now without the complexity or cost. These agents streamline workflows, dynamically adapt in real-time, make intelligent decisions, and take action. This is the future of IT—where AI doesn't just assist, it drives real impact. It's no surprise that 77% of SysAid AI users cited SysAid Copilot as the generative AI game changer in their ITSM operations in SysAid's 2025 State of Service Management report*," said Avi Kedmi, CEO of SysAid.

Backed by Results: AI That's Already Making an Impact

Further insights from SysAid's 2025 State of Service Management Report* and recent customer success stories reveal just how transformative the platform's AI innovations have already been:

• 90% of IT professionals agreed that SysAid has helped deliver service more effectively
• 57% cited SysAid Copilot as helping them collaborate more effectively with their teams using AI-driven capabilities
• 54% have reclaimed valuable time for high-priority tasks

Powering SysAid's AI Agents is the AI Agent Builder, an intuitive and no-code tool that enables IT teams to customize AI Agents to fit their unique needs. It brings enterprise-grade automation power into a simplified experience. With a simple conversational interface, IT teams can design their own AI Agents effortlessly by simply defining the job to be done, data sources, and the desired output.

One of the early adopters, Scotia Investments, is already seeing the benefits. "The intuitive interface made it incredibly easy to get started and create AI Agents. I was able to set up and customize AI Agents quickly, without needing extensive knowledge related to AI. This simplicity has been a major advantage in integrating AI into our processes. I think anyone would be able to start building AI Agents without any previous experience.  An easy 10 out of 10 on ease of use," said Bryan Guinta, IT Operations & Infrastructure Manager, Scotia Investments.

Starting today, IT teams can put these ready-to-use AI Agents to work immediately, while those eager to customize and expand their capabilities can use the AI Agent Builder to design their own.

See Agentic AI in Action

SysAid invites IT professionals to experience the power of Agentic AI in ITSM at the exclusive launch event on March 25th where SysAid will unveil the SysAid AI Agents in action and present the unique framework for responsible adoption of AI in IT.

SysAid will also be launching the latest module in its comprehensive AI training and certification program, focused on secure usage of Agentic AI. The module is designed to help IT professionals build practical skills in working with AI Agents, understand governance best practices, and earn credentials that reflect the growing importance of AI capabilities in IT service management. Hundreds of professionals have already been certified through the program, forming a growing community of AI-ready IT practitioners.

About SysAid

SysAid's mission is to liberate organizations by putting AI to work for them and their people. SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose.

With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

*Source: SysAid 2025 State of Service Management Report. Based on a global survey of IT professionals conducted in Q1 2025

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SOURCE SysAid