STEG, a leader in the IT Service Management (ITSM) solution market, has announced its vision for "AI SM (AI Service Management)", incorporating artificial intelligence (AI) agent technology, setting a new standard for next-generation IT operations management.

While traditional IT service management relied on "passive support"—where humans categorize tickets and consult manuals for resolution—STEG's AI SM focuses on "autonomous operations," where AI agents perceive situations in real time, make decisions, and take action.

■ "Digital Coworkers": AI Agents Become the Heart of SM

STEG's AI SM goes beyond mere chatbots. It's based on "Agentic Workflow," which learns from vast amounts of internal company data and securely uses system permissions.

While traditional SM focused on process compliance and data recording, AI SM involves AI agents partially or fully performing the roles of service desk operators, system engineers, and users.

* AS-IS: A human classifies tickets, searches the knowledge base (DB), and proposes solutions.

* TO-BE: An AI agent perceives real-time situations (Perception), determines optimal solutions (Reasoning), and even takes action (Action).

The core technology, the Multi-Agent system, consists of a classification agent that identifies inquiry types, an analysis agent that analyzes the cause of failures log-by-log, and an execution agent that performs tasks such as server restarts and configuration changes. These agents work together seamlessly. This allows users to resolve issues immediately, as if they were interacting with a skilled engineer.

■ From Zero-Touch Support to Failure Prediction… A Dramatic Improvement in Service Quality

STEG implements three core use cases through AI SM:

1. Intelligent Self-Service (Zero-Touch Support): AI immediately understands user requests and processes tasks such as authorization and software installation without human intervention.

2. Proactive SM: Integrates with monitoring systems to proactively detect anomalies. AI proposes optimal countermeasures to managers before failures occur, or automatically takes action after approval.

3. Automated Knowledge Asset Management (Auto-Knowledge Base): After resolving an issue, AI summarizes all processes and automatically registers them into a knowledge base (KB), accumulating the company's IT assets in real time.

■ "People for Value, AI for Repetition"... Maximizing IT Human Resources Efficiency

Through this transition to AI SM, STEG plans to provide an environment where IT engineers can focus on strategic tasks that increase business value, freeing them from simple, repetitive tasks. Specifically, adoption of RAG (Retrieval-Augmented Generation) technology, which minimizes hallucinations, and a transparent logging system ensures both reliability and security for AI actions.

A STEG official said, "We have added wings to our proud service management capabilities with the help of AI agents, and now ITSM has entered the era of 'intelligent companions' beyond the realm of 'management.' STEG's AI SM framework will become the IT operational intelligence of a company itself and a key driving force for completing digital transformation."