Innovaway, an Italian company specializing in advanced IT services and solutions for businesses and public administrations, brought its experience to the stage of the "SITS - Service Desk & IT Support Show", the main European event dedicated to IT Service Management professionals, which ended yesterday in London, confirming agentic artificial intelligence as a strategic frontier for the sector.
Innovaway took part in the session "The Intelligence Revolution: How Agentic AI is Rewriting IT Operations", organized by HCLSoftware - sponsor of the event -, sharing the transformation path of its service delivery model with the adoption of an advanced AI-powered automation solution, combined with the A2I (Augmented Agentic Intelligence) model.
During the speech, Innovaway also illustrated the advantages of migrating towards an AI-native platform, capable of centralizing the management of a significant part of its customers and reducing inefficiencies and operational dispersion.
At the center of the case history, the overcoming of the reactive "Break-Fix" approach in favor of a "Predict & Prevent" model thanks to an end-to-end governance framework in which AI agents and human skills and knowledge operate in synergy, enabling speed, scalability and efficiency without compromising the control and quality of services. An evolution that demonstrates Innovaway's attention towards the integration of agentic AI into service delivery models, but maintaining the value of the human factor at the center of the service experience.
“Using AI agents in a reactive service model does not optimize Operations and does not eliminate their limitations, on the contrary it amplifies them” declared Antonio Burinato, General Director of Innovaway: "The real discontinuity arises only when we move to a structurally preventive and pro-active model, combining AI-powered Automation and Human Collaboration, generating an integration that reduces the hidden costs of fragmentation, accelerates the delivery of services and the resolution of incidents. An operational framework that responds to the increasingly binding needs of customers and makes the growth of MSPs sustainable".
