Salesforce Targets the ITSM Status Quo: 180 Organizations Replace Legacy Support Tools with Agentforce IT Service

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Key Terms

itsm technical

IT service management (ITSM) is the set of policies, processes and tools a company uses to run and support its technology systems — think of it as the maintenance crew, help desk and playbook that keep computers, networks and apps working. Investors care because good ITSM reduces outages, controls operating costs, speeds delivery of new services and helps meet regulatory or security requirements; those effects influence profitability, growth predictability and risk.

configuration management database (cmdb) technical

A configuration management database (CMDB) is a centralized digital inventory that records an organization’s IT components — like servers, software, network devices — and how they connect and depend on each other. For investors, a CMDB matters because it gives management a clear map for preventing outages, estimating remediation costs, guiding cybersecurity and compliance efforts, and supporting smoother integration or scaling, much like a detailed maintenance log and wiring diagram for a complex building.

cmdb technical

A CMDB (Configuration Management Database) is an organized inventory that records a company’s IT assets and how they relate to each other, like a detailed map showing hardware, software, and connections. For investors, a well-maintained CMDB matters because it reduces operational risk, helps prevent costly outages or security breaches, and enables faster, more controlled changes—improving reliability and potentially lowering remediation and compliance costs.

agentic ai technical

Agentic AI refers to computer systems that can make their own decisions and take actions without needing someone to tell them what to do each time. It's like giving a robot a degree of independence to solve problems or achieve goals on its own, which matters because it could change how we work and interact with technology in everyday life.

02/26/2026 - 08:00 AM

SAN FRANCISCO--(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.

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.

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.

The Salesforce Perspective

"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

Customer Stories: Real Value in Real Time

There is a growing urgency among CIOs to move away from legacy ITSM platforms that fail to deliver a modern ROI. By replacing rigid, reactive ticketing with proactive agentic capabilities through Agentforce IT Service, organizations are finally bridging the gap between IT complexity and employee productivity. The following stories highlight how global leaders are swapping "manual-first" legacy environments for an autonomous, AI-powered foundation that delivers faster time to value.

CoolSys

CoolSys is the market-leading provider of integrated cooling, heating, and power solutions for customers across food and cold chain distribution, data centers, healthcare, commercial, and government verticals. CoolSys will leverage Agentforce IT Service to support its expanding workforce and modernize IT operations. As the organization scales, CoolSys is adopting Agentforce to increase IT team productivity, reduce total cost of ownership, and replace its legacy ServiceNow implementation.

“By deploying AI-powered agents for ticket deflection, intelligent auto-assignment, and automated triage, CoolSys will streamline how requests are routed to and resolved by IT specialists,” said Danny Rodriguez, CIO of CoolSys. “Agentforce will enable AI agents to autonomously handle high-volume administrative requests such as password resets, software access, and routine IT inquiries, freeing teams to focus on higher-value work. With Agentforce, CoolSys will improve operational efficiency while delivering a more seamless and scalable IT support experience.”

Sunrun

Sunrun, the nation’s leading residential solar and energy services provider, is replacing its legacy ITSM infrastructure with Agentforce IT Service. By pivoting from a rigid and siloed system to Salesforce’s unified, agentic AI platform, Sunrun is streamlining operations for 750 Service Desk users and 11,000 employees. This transition replaces reactive ticketing with a conversational, agent-first experience that reduces total cost of ownership while maintaining high service quality during a period of strategic IT consolidation.

"Our move to Agentforce IT Service was a strategic decision to trade legacy complexity for modern, agentic AI,” said Rohit Ayyagari, VP of Enterprise Technology at Sunrun. "By consolidating on a unified Salesforce platform, we are empowering our employees with a faster, simpler, and more scalable service foundation that actually delivers business value."

Cornerstone

Cornerstone, a leader in workforce agility solutions, is redefining the future of workforce productivity with Salesforce’s Agentforce IT and HR Service.

"As a partner and customer that shares the agentic vision with Salesforce, Cornerstone is replacing legacy ITSM workflows with Agentforce IT Service and agentic workflows,” said Himanshu Palsule, CEO of Cornerstone. “By injecting people data and skills intelligence into the IT Service stack, we transform agents from ‘answer engines’ into ‘outcome engines’ that deliver faster resolution and measurable workforce impact at scale.”

More Information

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