Agentic AI is emerging as a key pillar in IT operations, with 53% of CIOs and CTOs identifying it as essential to their future strategies, new research suggests. According to PagerDuty’s ‘2025 State of Digital Operations Report,’ drawn from responses from more than 1,100 IT leaders across North America, Asia and the MENA and EMEA regions, 88% of those surveyed view the technology as either core or peripheral to their IT operations within the next one to two years.
The report emphasises how organisations are increasingly adopting agentic AI as part of their digital operations strategies. Generative AI (GenAI), a subset of artificial intelligence, has already delivered measurable improvements for respondents, 37% of whom report operational efficiency gains, 36% enhanced customer experiences, and 38% better insights from data. These benefits are helping organisations optimise processes, enhance customer satisfaction, and make more informed decisions, solidifying AI’s role as a foundational element in IT systems.
Agentic AI and business value
Despite its growing adoption, the report points out two significant hurdles that organisations face when implementing agentic AI and other automation technologies. Security risks are a primary concern, with leaders focusing on mitigating vulnerabilities as AI systems become more integrated. Additionally, the talent gap is slowing adoption, with companies working to address a shortage of skilled professionals capable of managing and scaling these technologies effectively.
The report reflects optimism regarding IT spending, with 64% of respondents forecasting increased budgets in 2025. This funding is expected to support operational resilience, faster time-to-market, and the integration of advanced AI systems.
Cybersecurity, in particular, is a major focus for organisations, with 71% of respondents anticipating higher budgets for security and operations. Industries such as media (95%) and technology (94%) are leading the way in prioritising the protection of intellectual property and addressing risks associated with emerging technologies. However, 14% of respondents expect budget consolidation, reflecting varying approaches across organisations.
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