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Agentic AI workflows will lead to huge improvements in customer experiences when it comes to outsourced IT services. Existing SLA metrics will remain, but future measurements will reflect a transformed customer experience, says Datacom’s Director for Strategic Projects, Melissa Campolongo.
Traditionally, a service level agreement, or SLA, sets out metrics like ticket resolution, response times and outage timeframes. Now artificial intelligence (AI) is reshaping the SLA landscape and changing the way we measure success.
“Managed services have been delivered in a certain way for many, many years. All of that is still really important,” says Campolongo, who has spent more than a decade specialising in the managed services sector. “But the AI shift really is a revolution. It’s changing the foundations, from the key functions of service delivery, which have traditionally been incident and change management, to day-to-day customer support. All of that is going through a significant shift. As generative and agentic AI along with human experience work together, the role of IT service teams will move from being ‘the fixer’ to proactively resolving issues before they impact people and making a real contribution to productivity and business outcomes.”
Agentic AI can transform workflows by undertaking repetitive tasks, automatically identifying problems and streamlining end user journeys. As this technology successfully integrates into Datacom’s processes and functions, the way service delivery is measured will expand – and end user experiences will become massively more efficient.
As IT service delivery evolves, organisations will need to establish new extra metrics for success. These will be defined by the integrated AI workflows, and may also depend on the needs of the individual business. Each organisation will need to work across various teams at Datacom to map out the customer journey and agree on new sets of outcomes.
“How do we put the customer at the forefront to provide a brilliant journey?” Campolongo asks. “For Datacom customers, the first step is to transition to ServiceNow, because it allows so much visibility and transparency with its dashboarding and delivery components. It has beautiful new functionality that we continue to evolve and grow. The next step will be incorporating automation, AI and agentic AI components.”
Agentic AI workflows are going to change IT service delivery in two critical ways. First, proactive resolution will be able to solve problems before they affect the end user. This will reduce the number of tickets and improve productivity, because it will cut down on outages.
If an issue does arise, the end user can call the service desk and their call can be answered immediately by AI. The AI voice will be able to triage the problem extremely effectively, resolving the issue directly or transferring the caller to a human who specialises in solving the specific type of issue. This will mean no long hold times for callers, and human customer support staff are solving more complex issues and adding value for end users.
“It’s not only about problem solving and delivering to a customer,” Campolongo says. “It’s being proactive: ‘What do they need from a technology perspective?’ Datacom is so broad, and so vast, that there’s no reason we can’t support customers across other areas. We have the opportunity to design ways to help end users proactively as well as reactively.”
Datacom is currently testing agentic workflow across its own service desks, and Campolongo says Datacom is progressing with urgency to deliver new functionalities to customers. These will be standardised processes that companies will be able to utilise immediately, after comprehensive testing in-house by Datacom.
But, she notes that agentic AI functions will only be available once Datacom has full confidence in their safety, data hygiene and governance:
“We will trial on ourselves – the technology is quite new, and we need to make sure we pilot it in a way that’s safe. We need to include guardrails to protect ourselves and customers; security is at the absolute forefront of how we deliver. Once we’re confident in our piloted solution we will start rolling that out to customers. And of course we’ll continue to iterate, putting quality, governance and security first. That’s an absolute.”
Incorporating agentic AI is a work in progress, she explains, adding that it will require a transformation across all aspects of Datacom’s IT outsourcing services. Every toolset will need to be reviewed, and every process analysed.
“For the customer, there will be changes, but ultimately they should get a more efficient and more visible service, for them and their workforce. It will really support their outcomes, because that’s our priority regardless of how we deliver the services. We will have those foundational elements in place to deliver premium service.
“I’m passionate about this, because customer centricity on future service delivery is really important,” Campolongo adds. “And this is happening fast – there’s been a major shift in AI use even over the last six months. This is just going to continue to evolve exponentially over the next year, and we’re going to have to shift quickly to keep up.”
Artificial intelligence is transforming work and life, driving a fundamental shift. Datacom blends deep local expertise with global AI capabilities to deliver human-first AI solutions for enterprises and government.
By applying these strengths to IT service delivery, we help organisations move from reactive support to proactive solutions, creating safer, more efficient, and customer-focused services.
