Experience-Centric Application Management in the Age of Agentic AI

This fireside chat examines the transformation of application management services (AMS) from traditional support models to experience-driven operations powered by agentic AI. Industry experts from ISG's Provider Lens team and HCLTech explore how AI, business observability, and autonomous operations are reshaping application support into a strategic business enabler. Key Focus Areas The discussion addresses the gap between GenAI hype and operational reality in complex application environments. Central to the conversation is HCLTech's innovative AMS framework featuring an Experience Management Office that shifts from reactive support to proactive business enablement through "Total Experience" methodology. The panel examines how business context revolutionizes incident prioritization beyond traditional uptime metrics, explores agentic AI's path toward autonomous enterprise operations, and discusses unique European challenges around compliance and cost pressures. Key topics include accelerated value realization models, data strategy requirements for GenAI effectiveness, and risk-based application prioritization. Strategic Outcomes The webinar provides CIOs with practical guidance for transitioning to AI-enabled, experience-driven application management, emphasizing the importance of understanding business context, implementing gradual AI adoption, and managing realistic expectations. The session offers actionable frameworks for balancing innovation with operational stability while protecting existing investments and avoiding common implementation pitfalls. This exploration delivers essential insights for IT leaders navigating the convergence of AI, automation, and outsourcing in modern application services.