Analyst report
2026 Gartner® Critical Capabilities for AI Applications in IT Service Management
See how Gartner evaluated Rezolve.ai alongside nine other products across three major AI for ITSM use cases, the capabilities behind them, and where the market is making meaningful progress versus where capabilities remain immature.
- Products evaluated
- 10
- Use Cases
- 3
- Published
- 17 August 2026
Gartner, Critical Capabilities for AI Applications in IT Service Management, Siddharth Shetty, Chris Matchett, Luis Fernandez, 17 August 2026.
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What’s inside
Gartner’s evaluation, in full
01
See how Gartner evaluated 10 products across three Use Cases
- AI for End-User Self-Service
- AI for IT Agents
- AI for Autonomous ITSM
02
Understand the capabilities behind Gartner’s evaluation
- Virtual support agents
- Operations assistants
- AI search
- IT agent advisory
- IT content generation
- Agentic ITSM
03
See where Gartner finds meaningful progress and where capabilities remain immature
- Practical advances in AI for ITSM
- Areas where current offerings still fall short of more mature autonomous or agentic capabilities
See the complete product comparison in the report
Read the Gartner evaluation in full
10 products. Three Use Cases. Detailed capability analysis and vendor evaluations.
Figure 1 · Vendors’ Product Scores for the AI for End-User Self-Service Use Case. Shown obscured; the complete figure appears in the report.Gartner, Critical Capabilities for AI Applications in IT Service Management, Siddharth Shetty, Chris Matchett, Luis Fernandez, 17 August 2026.