REINFORCEMENT LEARNING STRATEGIES FOR AGENTIC AI IN PREDICTIVE AI AUTONOMOUS IT OPERATIONS

Paper ID: EIJTEM_2025_12_2_108-120

Author's Name: Pankaj Kumar, Manoj Yadav, Dr. Aftab Alam

Volume: 12

Issue: 2

Year: 2025

Page No: 108-120

Abstract:

The use of Agentic Artificial Intelligence (AI) as Predictive AIOps will transform how businesses handle IT operations, customer support, and handling incidents across the quickly changing field of IT Services Management (ITSM). Advanced autonomy, flexibility, and real-time decision-making are brought about by agentic AI [6] Sivakumar, which enables systems to not only react to service requests but also foresee and address problems before they arise. This study offers a thorough framework that combines generative artificial intelligence (GenAI) frameworks with an agentic AI to enable intelligent ITSM chatbots that can automate ticket life cycles, understand complex queries, and continuously learn from feedback from customers and historical data. The framework facilitates autonomous decision-making, optimal resource allocation, and a significant reduction in downtime by integrating anomaly detection and predictive analytics into AIOps [6] Sivakumar, [7] Yang. The study also emphasizes how this strategy promotes self-healing capabilities, increases the scalability of IT infrastructure, and advances the development of resilient, self-governing IT ecosystems [6] Sivakumar, [9] Viswanathan. The results highlight the revolutionary potential of agentic AI in providing intelligent, scalable, and effective IT service solutions that meet the needs of contemporary enterprises.

Keywords: AI agentic for ITSM, AI-Powered Customer Request processing, LLM-Powered incident Resolution, Predictive AIOps Automation, Automation of Customer Support, Autonomous IT Operations, Chatbots using Lang Chain Integration, Relevant Tickets Resolution, Ticket

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