Resolve CEO Sean Heuer Featured on CIO.com

Resolve® CEO Sean Heuer has been featured in CIO.com, a leading publication for technology executives!  

In his bylined article, “It’s Time to Retire the Ticket: An IT Roadmap for Agentic AI,” Heuer calls for a fundamental rethinking of traditional IT workflows and a bold move away from ticket-centric service models.

Heuer argues that tickets (long viewed as essential to IT service management) are no longer fit for the speed, scale, and complexity of modern enterprise environments. Instead, he outlines a proactive, autonomous model for IT operations that leverages intelligent automation, observability, and agentic AI to resolve issues before they impact the business.

“As infrastructure becomes more complex and demands for uptime intensify, IT teams can’t afford to wait on tickets and queues,” said Heuer. “Agentic AI offers a way forward—an opportunity to shift from reactive firefighting to real-time resolution. It’s not just a change in technology. It’s a change in how we think about accountability, productivity, and service delivery.”

Heuer’s roadmap is grounded in practical guidance for CIOs and IT operations leaders, including how to identify the right use cases for automation, deploy AI agents that combine intelligence with action, and create closed-loop remediation with observability tools. He emphasizes that agentic AI doesn’t replace human talent, but elevates it; freeing IT teams to focus on innovation and strategy rather than triage.

The piece reflects Resolve’s broader vision for Zero Ticket IT, a future in which automation isn’t just layered on top of legacy processes but used to reinvent them entirely. CIOs and enterprises pursuing this transformation can look to Resolve’s platform as the orchestration backbone for scalable, intelligent automation across hybrid environments.

This feature in CIO.com comes at a time when IT leaders are urgently reevaluating their operating models in light of generative AI, digital transformation mandates, and escalating service demands. As Resolve continues to define the future of agentic IT, thought leadership like Heuer’s is shaping the industry conversation and offering a clear path forward.

Read the full article on CIO.com!

For more information:
Erin Anderson
erin.anderson@resolve.io

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