CATALYST CONVERSATIONS: SHIFTING FROM REACTIVE IT TO AGENTIC EXECUTION

Catalyst Conversations: Shifting IT Operations from Reactive Support to Proactive agenticled Execution at Scale

Most enterprises have deployed agentic AI in parts of IT. Yet across the technology operations lifecycle, execution remains grounded in manual workflows, siloed processes, and reliance on individual expertise. AI initiatives often stall at task automation, failing to scale into day-to-day operations. The result is high incident volumes, slow resolution, fragmented tooling, growing key-person dependency, and an estimated $1.5–$2 trillion in accumulated tech debt (according to HFS Research) — even as cost optimization becomes the most pressing priority for CIOs.

This invitation-only roundtable brings together CIOs, CISOs, and IT operations leaders to discuss how organizations are addressing these challenges by moving beyond legacy ITSM and AI-assisted tooling toward Autonomous IT—an operating model where AI agents sense, decide, and act across end-to-end IT workflows, while humans govern intent, risk, and outcomes.

Facilitated by Genpact and ServiceNow, the discussion will focus on how enterprises are moving IT operations from reactive ticketing to agentic, AI-driven execution across build, run, change, and support.The agenda covers designing security, governance, and observability so agentic execution is fully explainable and controllable. The goal is to reduce incidents, accelerate resolution, and eliminate operational toil and key-person dependency at scale.