From Turnkey Conversational Tools to Governed Agentic Architectures: Redesigning Enterprise ITSM through State-Graph Orchestration and Semantic Layers

As Artificial Intelligence continues to become increasingly pervasive in everyday life, from generative search to full-on content generation, whether that may be in the form of text, music, video, image, or code, many companies in different industries want to find ways to take advantage of this still-evolving technology to optimise the workflow and increase the value offered. Furthermore, the adoption of new technologies in the workspace has always brought up controversy: on the one hand, it is likely to increase efficiency; on the other, it may compromise the current working situation of thousands, if not millions, and/or require a reconfiguration of entire sectors. In other words, it is not a painless and thoughtless process. What must not be taken for granted is the need not only to replace old systems and software with new ones, but to integrate them seamlessly into the company structure and its business model. To achieve this, companies are pursuing Digital Transformation. An example of a field where companies are applying AI to is that of ITSM, where the misunderstanding of the nature and type of requests or the lack of essential information could cause the handling of requests to take longer and require more effort than what is considered reasonable for such a task. The goal of this thesis is to identify such an approach to achieve greater efficiency in handling said requests through the usage of solutions, from AI agents and the usage of workflow automation to more innovative technologies, such as state-graph orchestration, knowledge graphs, LLMs, and semantic layers. I will first present my internship experience covering the use of AI to address issues in the ITSM of the Amadori Group and discuss the technical solution adopted and the approach taken to get there as a foundation, to then move forward into a broader coverage of alternative solutions, best practices, and trends to understand how the issue might be handled in the future.