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Premium Research May 2026
... Communication service providers are progressing from AI chatbots and knowledge assistants to agentic AI automation to boost efficiency, performance and scalability outcomes. AI-focused vendors must demonstrate business value, not just technical prowess, to succeed in enabling outcomes that address communication ...

Analyst(s):   Enrique Hernandez-Valencia
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Premium Research Jul 2026
... stateless and cannot retain context and memory beyond a fixed interaction. CIOs should use governed long-term memory to enable context-aware and scalable automation to strengthen enterprise AI agent deployment. Insights at a Glance Issue Impact Implications Contributors Gartner Recommended Reading Gartner Insights ...

Analyst(s):   Sudarshana Bhattacharya   |   Uri Lerner
Research May 2026
... Access Insights Already a Gartner client? Agentic AI initiatives in IT services fail when automation outpaces governance. SPVM leaders must shift to capability‑based contracts that codify business logic, preserve human accountability, retain expertise, and enforce reversibility, as AI agents’ autonomy ...

Analyst(s):   Andrea Lanzavecchia   |   Katarzyna Fonteyn   |   Luis Pinto   |   Biswajit Maity
Research Jul 2026
... Access Insights Already a Gartner client? Enterprise AI adoption threatens legacy managed-services revenue as AI agents and automation shift value from labor-driven, transactional models to software-intensive, outcome-based services requiring MSPs and CSPs to evolve their business and delivery strategies ...

Analyst(s):   Pablo Arriandiaga   |   Khurram Shahzad
Premium Research Jul 2026
... capabilities of the AI agents arms service leaders to avoid the trap of AI agent washing, including providers rebranding traditional chatbots or automation tools as AI agents. Insights at a Glance Strategic Planning Assumption Issue Impact More Detail Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Uma Challa
Research Jun 2026
... agentic systems evolving to handle complex, nondeterministic enterprise use cases, primarily operational workflows, cybersecurity agents, and SDLC automation. Product leaders targeting these areas gain by staying on top of the use-case characteristics to drive scale and predictable ROI. Overview Analysis ...

Analyst(s):   Aapo Markkanen   |   Radu Miclaus   |   Danielle Casey   |   Eric Goodness   |   Walker Black   |   Evan Zeng   |   Vibha Chitkara
Research Jul 2026
... Access Insights Already a Gartner client? Governance must be a foundational pillar to achieve successful automation in planning and decision making, not a collateral workstream. This note reinforces that assessment and outlines how to embed governance as a core operating model layer and apply it. Insights ...

Analyst(s):   Julia von Massow   |   Cristina Carvallo
Premium Research Jun 2026
... AI-powered automation will fundamentally alter digital workplace and ITSM roles, shifting from manual task execution to building and managing platforms that act autonomously to resolve incidents, fulfill requests and improve DEX. These insights help heads of I&O prepare for the autonomous future. Insights ...

Analyst(s):   Todd Larivee   |   Sunil Kumar   |   Joe Rogus
Research Jul 2026
... Access Insights Already a Gartner client? While digitization and automation are a must for logistics organizations to be more competitive, gaps in innovative technology adoption are widespread. Heads of logistics can use this research to learn about emerging vendors and technological innovations that ...

Analyst(s):   Vicky Forman   |   Federica Stufano   |   Brian Whitlock   |   Matthew Beckett   |   Simon Tunstall   |   David Gonzalez
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