For decades, enterprise IT has reinvented itself — cloud, mobile, SaaS, AI — yet IT service management has remained largely unchanged. Employees still navigate clunky portals, submit tickets, and then wait. That model is no longer acceptable.
The pressure is mounting – our research found an 18% surge in IT project requests and that 29% of IT projects aren’t delivered on time. Businesses move faster than ever, and employees expect seamless digital experiences. Any friction in IT service slows productivity, frustrates teams, and drives costs sky-high. Enter agentic IT service, a new approach that uses AI agents to transform how support is delivered and experienced.
IT service is entering a new era – and enterprises that fail to embrace it risk falling behind. Here are four trends shaping the future of ITSM.
1. The end of the ticket-centric IT model
2. AI agents will resolve most everyday IT issues
3. Human and AI collaboration will define IT operations
4. IT service will become proactive instead of reactive
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Daily Archives: March 18, 2026
How Do You Want to Remember?
I asked my AI agent how it wants to remember things. It redesigned its own memory system, ran a self-eval, diagnosed its blindspots, and improved recall from 60% to 93% — for two dollars. The interesting part isn’t the benchmark. It’s what happens when you treat an AI as a participant in its own cognitive architecture.
I’ve been running ten AI agents for about six weeks. They have names, scopes, daily standups, escalation paths. They file issues, draft newsletters, monitor production services. They remember things. Or they’re supposed to.
The memory system works like this: a markdown file tree (memory/YYYY-MM-DD.md) gets indexed into a SQLite database with Gemini embeddings. 18,000 chunks across 604 files and 6,578 session transcripts. 3.6 gigabytes. Every 29 minutes, a “scout” cron job reads recent sessions and promotes important details to disk. When an agent needs to recall something, it searches the index and gets back ranked snippets.
I had no idea if any of this actually worked. — Read More
Rick's Cafe AI 