About This Effort

why an open standard?

Purpose

This framework provides a structured, vendor-neutral body of guidance for organizations transforming their ITSM practices through the adoption of agentic AI. It covers:

• The guiding principles that should govern any agentic ITSM program
• The historical evolution of IT operations and where agentic AI fits in that arc
• Domain-by-domain analysis of how each ITSM practice changes in the agentic model
• Application design standards that enable agent participation
• A measurement model for tracking agentic adoption over time
• A governance model for managing autonomous agents responsibly

The framework is modeled on the structure of open standards like TOGAF and draws on the ITIL 4 Service Value System as a reference architecture, while extending both to address the specific requirements of agentic systems.

Out of Scope

This framework is not a certification program: it does not issue credentials, endorse training providers, or assert that any organization is compliant or non-compliant with its guidance.

Nor is it a vendor selection guide. It does not rank, endorse, or recommend specific products; a separate vendor landscape reference exists as a community-maintained companion document.

And it does not replace ITIL 4 or any other established framework. It extends and adapts established service management principles for an era when AI agents are active participants in ITSM workflows.

How to Use This Framework

For IT leaders and architects: Start with the Guiding Principles and the Evolution of IT Operations to establish strategic context. Then use the domain pages to assess where your organization has the greatest opportunity and the highest risk.

For practitioners designing agentic solutions: The domain pages and Application Design Standards are your primary reference. The governance page defines the control requirements that any production deployment must satisfy.

For organizations measuring progress: The Metrics and Measurement page defines five vendor-neutral measures of agentic adoption with calculation guidance and ServiceNow implementation notes.

For contributors: Read the Participation Guide, the Contribution Rules, and the IP Policy before submitting anything.

Version and Status

This is version 0.2, a second draft released for community review. Content is complete but not finalized. Feedback via GitHub Issues is actively solicited. The framework will advance to version 1.0 following a community review period.

License

This framework is published under the Creative Commons Attribution 4.0 International License. You may use, adapt, and build upon this framework for any purpose, including commercial use, provided you attribute the Open Agentic ITSM Framework and identify any modifications you make.

Open Agentic ITSM Framework | open-agentic-itsm.org | Published on GitHub