9 min read
When Dex Hands Off: Drawing the L3 Line Between AI and Your Best Engineers
AI L3 IT support escalation, defined: where Dex stops and a human engineer starts, the four conditions that trigger a handoff, and what ships with it.
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Agentic IT
20 posts on Agentic IT.
9 min read
Least Privilege by Default: How Dex Acts Without Standing Admin Access
Least privilege by default: how Dex executes real M365 work through scoped delegated permissions instead of standing global admin access.
Read post →8 min read
The 3AM Ticket Problem: What IT Leaders Lose to Overnight Downtime
After-hours IT support automation closes the overnight gap your dashboards hide - and what a 3am ticket really costs when nobody is on shift.
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The 15-Second Relay: Whether Your Champion Can Explain Agentic IT Without You in the Room
How to explain agentic IT to stakeholders in one sentence your champion can repeat — and why 69% of buyers hit a message mismatch without it.
Read post →What a CIO's AI Buying Committee Actually Asks (And Who Kills the Deal)
Agentic IT deals stall in the buying committee, not the demo. The four seats that review the purchase, what each asks, and the proof that answers it.
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The Rollback Question: What Happens When an Autonomous IT Engineer Gets It Wrong
Autonomous IT engineer safety comes down to one question: what happens when it gets a call wrong? Where a wrong action is caught, contained, and reversed.
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Do I Still Need an ITSM If Dex Resolves Before the Ticket? A CIO's Decision Map
Do you still need an ITSM if agentic IT resolves before the ticket? Yes — here's the CIO decision map of what Dex eliminates and what stays the record.
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The MSP Tenant Math: What Changes When One Engineer Runs 40 M365 Tenants
What happens to MSP margins when one autonomous engineer resolves L1-L3 across 40 Microsoft 365 tenants, and the technician-per-tenant curve finally breaks.
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What Happens at 2 a.m.: The First 90 Days After Autonomous Resolution Goes Live
A forward-look at the first 90 days after autonomous IT resolution goes live: the quiet queue, the shifted L3 work, and the metrics that actually change.
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The L1 ticket that never reaches a human: a password reset in Microsoft 365
A Microsoft 365 password reset traced through Dex Go's investigate, plan, policy gate, execute, and audit loop — where governed autonomy actually lives.
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Dex for MSPs is live: what we will show on July 8
Dex for MSPs is generally available now. On July 8 we onboard a client tenant in 4 minutes and watch Dex resolve real L1 to L3 tickets live.
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The three questions that separate agentic IT from chatbot copilots
Every vendor will call their product agentic at your next demo. Three questions tell you whether it actually investigates, executes, and acts under policy.
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The $67,000 day: what Grand Traverse County's IT team did while Dex did the work
The ROI of IT automation, told through one day: how Grand Traverse County unlocked $67,000 in value while Dex did the Microsoft 365 work.
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L1 is a tax. Here's how to stop paying it.
Tier 1 volume isn't a staffing problem — it's a structural tax on IT. Here's the math, and the mechanism that removes the work instead of reducing it.
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Can You Trust an AI to Run IT? Inside Agentic IT's Guardrails
The honest answer for CISOs: what stops an autonomous IT engineer from doing something dangerous — scoped permissions, human approval, full audit trail.
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How MSPs Scale IT Support Without Hiring: The Agentic IT Playbook
MSPs are capped by tickets-per-tech economics. Here's how agentic IT lets one tech cover 2-3x the seats and add clients without adding headcount.
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ITSM is a router. Agentic IT does the work. Here's when you need which.
ITSM and agentic IT are different categories solving different problems. Here's the category boundary, and the working model for running both.
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The IT helpdesk math: why your Tier 1 costs more than you think
What an IT ticket actually costs — including the parts that never show up on the invoice — and what changes when 90% of Tier 1 work resolves before a ticket is opened.
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What is agentic IT? A working definition for IT leaders
Agentic IT is software that investigates, plans, and executes IT work — not just routes or suggests it. Here's a working definition for IT leaders.
Read post →4 min read
Welcome to the Dex blog — and what we mean by agentic IT
Most 'AI for IT' products help humans work faster on their tickets. Dex does the work itself. Here's why we're writing about it.
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