3.39out of 5
2026 Gartner® Critical Capabilities for AI Applications in IT Service Management
Two use cases. Two highest scores.
Rezolve.ai has been ranked highest in both the AI for End-User Self-Service Use Case (3.39 out of 5) and the AI for IT Agents Use Case (3.14 out of 5) — the highest scores among the 10 products evaluated in each.
30 minute call
No commitment
Nothing to download
One call. Both halves of the service desk.
3.39out of 5
AI for End-User Self-Service Use Case
3.14out of 5
AI for IT Agents Use Case
The highest scores among the 10 products evaluated in each.
Source: Gartner®, Critical Capabilities for AI Applications in IT Service Management, 17 August 2026. Full attribution and disclaimer
Why both matter
One platform for both halves of the service desk
Most AI for service management picks a side: the employee-facing front door, or the team behind it. We believe the two rankings reflect what happens when one platform takes both seriously — issues resolved before they become tickets, and the work around the remaining tickets shrunk for the agents who handle them, across IT, HR, and Finance.
The front door
Resolved, not redirected
Sidekick meets employees in Microsoft Teams, Slack, email and voice, answers with grounded, cited responses, and executes — password resets, access, software provisioning. Rezolve VoiceIQ does the same on the phones. Behind the conversation, eight specialized agents reason over one shared context.
Across our customer base, roughly 70% of requests are resolved before they ever become tickets.
Resolve →Behind the desk
The work around the work, removed
Agent Assist delivers AI triage, summaries, similar-ticket search and drafted replies inside the agent workspace. Rezolve DeskIQ clusters ticket history into ranked automation opportunities with projected impact. Agent Studio turns those opportunities into governed agents built in plain language, with MCP integrations and a 50-agent marketplace.
Assist →The foundation
Governed autonomy on a true system of record
Everything runs on an AI-first ITSM system of record — incident to change to joiner-mover-leaver, assets and CMDB — standalone, or augmenting the ticketing system you already have. Every autonomous action is approval-gated where you want it, fully audited, and explainable. Glass-box, by design.
System of record →Results
In production, not in theory
~70%
of requests resolved before they become tickets
100kEmployees
JLL
Ask Ethics runs on Rezolve.ai for ~100,000 employees across 80+ countries
30sResponse
TotalEnergies Denmark
first-ever HR chatbot answers in about 30 seconds, 24/7
10%From 90%
Black Angus Steakhouse
after-hours IT dependency cut from 90% to 10%
Before
90%
After
10%
10 minResolution
MyEyeDr
resolution in about 10 minutes; roughly 30% of issues never become a ticket
Rated 4.8/5 on G2
Rated 4.8/5 on Microsoft AppSource
Go deeper on each ranking
3.14out of 5
AI for IT Agents Use Case
Go to the page →FAQ
Frequently asked questions
Do we have to replace our ITSM platform?
No. Rezolve.ai runs standalone on its own AI-first system of record, or augments your existing ticketing system.
Is this only for IT?
No. The same platform serves IT, HR, and Finance — including HR use cases like TotalEnergies Denmark’s Robin.
How is autonomy kept safe?
Every action can be approval-gated, and everything is audited and explainable — you always see what the AI did and why.
See both halves working together
Gartner attribution and disclaimer
Gartner, Critical Capabilities for AI Applications in IT Service Management, Siddharth Shetty, Chris Matchett, Luis Fernandez, 17 August 2026.
Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
© 2026 Rezolve.ai
2026 Gartner Critical Capabilities