Business
Salesforce Targets the ITSM Status Quo: 180 Organizations Replace Legacy Support Tools with Agentforce IT Service
SAN FRANCISCO, February 26, 2026--Salesforce (NYSE: CRM), the world’s #1 CRM, today announced more than 180 organizations have selected Agentforce IT Service, which has transformed the IT Service Management (ITSM) landscape in just four months after launching into general availability.
About this update from Salesforce, Inc.
[{"type":"text","content":"SAN FRANCISCO, February 26, 2026--(BUSINESS WIRE)--Salesforce (NYSE: CRM), the world’s #1 CRM, today announced more than 180 organizations have selected Agentforce IT Service, which has transformed the IT Service Management (ITSM) landscape in just four months after launching into general availability.","length":303,"tagName":"p"},{"type":"text","content":"In an industry long stifled by costly and complex ITSM systems, Agentforce IT Service has emerged as the only complete agentic AI solution, delivering a unified, Slack-first, Microsoft Teams-ready platform where humans and autonomous agents work collaboratively. By leveraging over 20 years of market leadership with Service Cloud (now Agentforce Service), Salesforce is transforming the $50 billion ITSM market and disrupting the industry incumbents.","length":451,"tagName":"p"},{"type":"text","content":"The rapid adoption of Agentforce IT Service is driven by a fundamental shift from reactive ticketing to autonomous, proactive 24/7 resolution. Built natively on the Salesforce Platform, it offers a dynamic and conversational Configuration Management Database (CMDB) and an agentic user experience that meets users across Slack, Teams, email, web, and voice. Unlike legacy ITSM implementations that drag on for months, Agentforce IT Service allows companies to move from purchase to production in weeks.","length":502,"tagName":"p"},{"type":"text","content":"The Salesforce Perspective","length":26,"tagName":"p"},{"type":"text","content":""The 'portal-to-ticket' era is dead. With hundreds of customers already adopting Agentforce IT Service, we are seeing fierce momentum that proves the industry is ripe for disruption powered by agentic workflows and AI agents. While legacy ITSMs limit progress with complex pricing and rigid silos, Agentforce IT Service transforms your organization into an Agentic Enterprise and, proactively, securely, and autonomously resolves issues 24/7. We aren't just adding features; we’re delivering a unified, AI-native platform that gives IT teams the freedom to innovate without boundaries." — Muddu Sudhakar, SVP & GM, Agentic IT & HR Service","length":668,"tagName":"p"},{"type":"text","content":"Customer Stories: Real Value in Real Time","length":41,"tagName":"p"},{"type":"text","content":"There is a growing urgency among CIOs to move...