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Rethinking Application Support Outsourcing in the Age of Agentic AI
Application support is a natural starting point for agentic AI. But the opportunity is not simply to replace FTEs with agents.
This perspective explores how enterprises and providers can move from capacity-based delivery to an AI-enabled service model.
"The next generation of application support contracts will be defined by whether productivity is visible, pricing is transparent, accountability is preserved, and gains are shared and sustained over time."
As agentic AI becomes part of support delivery, enterprises need clearer baselines, service-unit pricing, AI-aware commercial models, stronger contract terms, and active governance.
With practitioner perspectives from Manoj Mehta of Cognizant, Ashish Gupta of HCL, Omkar Nisal of Wipro and Prem Balasubramanian from Hitachi Digital Services.
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