A new player has officially entered the IT Service Management (ITSM) space as Salesforce launches their new Agentforce IT Service. Competing with rival ServiceNow, this new tool will be a core component within the solution’s Service Cloud and connect IT, employees, and customer service to break down silos and instantly resolve IT issues.
As Salesforce offers enterprise teams a new way to automate incident management and minimize downtime of IT operations and assets, we at Oomnitza are excited to support our customers and the 60,000 customers already using Service Cloud with the accurate, normalized data they need to power every workflow, ticket, and report.
Wondering how Oomnitza ITAM and Salesforce ITSM tools work better together? Keep reading to see:
- What Agentforce IT Service brings to the table
- How the Salesforce tool differs from legacy ITSM “submit-a-ticket” systems
- The ways Oomnitza delivers the asset intelligence that proves measurable value
What is Agentforce IT Service?
In a shift from legacy ITSM that is ticket-centric and reactive, Salesforce’s Agentforce IT Service delivers an automated, unified experience that moves support to a conversational solution.
Within the tool, customers get:
- A Unified IT Service Desk: IT can manage end-to-end service via integrations, connectors, and dashboards.
- AI Agents for Employees and IT: Agents act as subject matter experts and analyze historical data to automate employee requests and enable IT to quickly resolve incidents.
- An Agentic Configuration Management Database (CMDB) and Service Graph: IT gets a central place that connects all infrastructure, applications, and services to support root analysis and display asset dependencies.
If you’re thinking that you get these features in your existing ITSM tool, think again. There are a few fundamental things that set Salesforce’s solution apart.
What Makes Agentforce IT Service Different?
When Salesforce set out to address the productivity issues that came with the ticket-centric processes of traditional ITSM, they knew they couldn’t settle for simply tweaking old tech.
That’s why they designed Agentforce with a few things in mind.
Agentforce IT Service has agentic AI at its core.
It wasn’t enough to refit legacy tech to meet current AI standards. That’s especially true when you consider Gartner’s prediction that by 2029, agentic AI (AI agents that can take autonomous actions) will autonomously resolve 80% of common customer service issues without human intervention.
The Agentforce ITSM tool runs on tailored AI agents that make it possible for IT teams to resolve routine tasks, improve their efficiency, and reduce costs.
Agentforce delivers a unified platform and experience.
Too often, employees have to switch between solutions to submit IT tickets, check statuses, and get updates. Salesforce’s ITSM meets employees where they work, allowing them to make requests right in Slack, Teams, and Google.
The result? A unique, personalized experience they don’t dread.
Agentforce lets users have real, AI-supported conversations about their issues.
Ticket-based processes can mean long queues and tedious back-and-forth that waste employees’ time. Moving away from this, Agentforce leans into conversational AI support.
With the tool’s integrations:
- Employees can ask simple, plain-language questions right in Slack or employee portals
- Agentforce alerts employees to larger issues with real-time updates
- The tool instantly transfers complex or highly sensitive issues to a human IT representative
Here's the thing: these features, like everything in ITSM, require accurate, up-to-date IT asset data to deliver true value.
That’s where Oomnitza’s modern IT Asset Management comes in–especially when it comes to your CMDB.
How Does IT Asset Management Support IT Service Management?
If IT is going to limit costs and deliver efficient service to the rest of the enterprise, every decision they make needs to be based on accurate data. Often, the challenge is getting the right data in the first place—even with CMDBs like those offered within Agentforce.
For a number of reasons, CMDBs are typically riddled with inaccuracies, duplicates, and missing data that prevents IT from making strategic decisions.
Oomnitza solves this problem by improving CMDB accuracy toover 98% to ensure that the data you’re looking at actually reflects your IT asset ecosystem.
Our ITAM platform supports ITSM tools like Agentforce by delivering:
- Unified Operational Views: By combining Oomnitza’s asset intelligence with Agentforce’s CMDB and Service Graph, you gain a complete, real-time picture of your IT environment.
- Clean, Normalized Data: Oomnitza connects with the dashboards, workflows, and analytics within your ITSM tool for more accurate insights and automation.
- Bi-Directional Data Sync: Asset data flows between Oomnitza and Agentforce, ensuring tickets, assets, and reports are always consistent across both platforms.
- Rich Ticket Context without Tool Switching: Oomnitza embeds asset context directly in every case, showing the user, device, and SaaS footprint inside Agentforce in a single location.
- Proof and Compliance On-Demand: Export clean, current inventory data for audits, renewals, and security reviews, providing traceable evidence and clear accountability across teams.
- Fewer Manual Steps and Faster Resolution: Automations replace manual handoffs, allowing you to resolve issues within the same system and reduce Mean Time to Resolution (MTTR) and escalations.
Here’s the bottom line: when your data is good, so is the service.
As you explore the new capabilities of Salesforce ITSM, make sure you’re feeding your investment with the data it needs to achieve measurable business value.
Reach out to our team today to learn how you can leverage Oomnitza with Agentforce IT Service to bring asset truth and efficiency together.
