IT Operations

.Enterprises in North America are rapidly deploying fully autonomous agentic AI, while European firms prioritize governance and data stewardship. Both regions now see comparable median ROI (~$170‑$175 million). Generative AI is used by 74 % of firms; over 40 % have agentic AI, chiefly in IT operations (78 % adoption) for cloud cost and event management, boosting decision accuracy (44 %) and efficiency (43 %). Yet a “cost‑human conundrum” persists—human oversight, implementation costs and talent shortages hinder growth. Trust is higher among C‑suite than practitioners. By 2030, 74 % of firms aim for full autonomy, requiring robust governance, upskilling and quality data.

Agentic AI, software that autonomously decides, acts, and refines strategy, is poised to disrupt industries. Capgemini projects $450 billion in potential economic value by 2028, yet only 2% of organizations have scaled its use. A survey of 1,500 executives highlights the importance of human oversight, with most believing in the value of human involvement in AI workflows. IT operations are emerging as a practical entry point, with measurable benefits in data classification, storage optimization, and cybersecurity. Success hinges on data quality, new skills, and striking a balance between autonomy and accountability.