Salesforce has officially entered the ITSM space with the launch of Agentic IT Service.
Last week, CEO Marc Benioff announced the company's plan to showcase a new ITSM product at Dreamforce 2025.
Now, the CRM leader has unveiled the solution a month early, with Kishan Chetan, EVP and GM of Service Cloud at Salesforce, taking to LinkedIn to release a video of the new solution in action.
In the post, Chetan claimed that the offering will help IT teams cut costs and empower them to resolve issues "in minutes, not hours." He added:
Agentic IT Service combines 25 years of Salesforce customer service expertise with the power of Slack and Agentforce to deliver a modern, conversational, and agentic support solution.
But what exactly are ITSM platforms, and how will Salesforce’s differ?
In short, they enable IT teams to efficiently manage the range of services they provide across an organization, from granting app access and configuring devices to running internal applications and overseeing cloud storage.
Traditionally, ServiceNow has been the clear market leader in the sector. However, Benioff believes that Salesforce, through Slack, could challenge that market dominance.
Speaking on The Logan Bartlett Show, the Salesforce man discussed how the two tech titans’ ITSM offerings will differ, stating:
ServiceNow is a great company... I think they automate 9,000 companies… But Slack is already in a million companies, small, medium, large, and extra large.
Indeed, Benioff’s slight jab at ServiceNow certainly adds credence to the old adage that you should always ignore everything before the word ‘but’.
While there has been no official statement from Salesforce about when the public will be able to start using the new Agentic IT Service, Chetan echoed Benioff’s comments, encouraging Dreamforce attendees to stop by and try the solution for themselves.
The Convergence of ITSM and Customer Service
Whenever Salesforce enters a new market, it's newsworthy in its own right. However, this announcement is more than a new product; it signals the closing gap between ITSM and customer support.
For decades, the two sectors have lived comfortably in separate worlds.
IT kept the lights on and employees productive, while customer service handled brand perception and customer loyalty.
The two departments always had entirely different leaders, different budgets, and different priorities.
