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. That distinction is the reason this company exists, and it's the reason we're starting this blog.

We're not going to publish AI-generated takes on whatever Gartner said this quarter. The internet has enough of those. What we want to write about is the specific, sometimes boring, often counter-intuitive work of building a system that can run IT operations on its own — and what it does to your team when it actually starts working.

Why we're calling this category "agentic IT"

The phrase "AI for IT" covers everything from a smart search bar to a copilot that drafts a Jira comment. That breadth makes it useless as a category. So we've started calling the thing we build agentic IT — software that doesn't just assist, but takes the action.

An agentic IT system has three jobs:

1. Investigate. Gather the context needed to do the work — who the user is, what they're trying to do, what the org's policy says about it, what the underlying system actually allows.
2. Plan. Decide what to do, in what order, with what fallback if something fails. Not "give the user three options" — make the call.
3. Execute. Do the thing. Reset the password. Provision the group. Roll back the config. Open the ticket only if it actually needs a human.

This is a higher bar than ITSM has historically required. ITSM platforms track and route requests; they don't do IT work. An ITSM ticket that says "Please add me to the Finance group" sits in a queue until someone with admin rights handles it. An agentic IT system reads the ticket, checks whether the requester is allowed under your policy, makes the change, and closes the ticket. Same outcome, none of the queue.

If your "AI for IT" tool still leaves the work for a human to do, it's not agentic. It's a faster keyboard.

Two products, one bet

We ship the category as two products that share an engine.

Dex Go is the user-facing agent. Employees talk to it in Microsoft Teams or Slack. It handles the long tail of Tier 1 work — password resets, account unlocks, software provisioning, group access, license requests, device troubleshooting — and it does so by actually performing the change, not by filing a ticket for someone else to do it.

Dex Pro is the admin-side counterpart. It helps IT teams operate Microsoft 365 itself: discovery of what's deployed, configuration of policies, audit of access, and the routine engineering work that fills the queue from the other side. If Dex Go is the front desk, Dex Pro is the engineering team behind the wall.

Both products share the same investigate–plan–execute loop. The difference is who they talk to and what they're allowed to touch — and you, the customer, decide those bounds.

What we'll write about here

A few categories. We'll mix them, but this is the rough shape:

• Category-defining pieces like this one. What agentic IT is. How it differs from copilots, ITSMs, and ticketing systems. What the IT org looks like once a meaningful chunk of Tier 1 is gone.
• High-intent how-to posts. "How to automate password resets across Microsoft 365 with policy guardrails." "How to set up a deflection-first IT helpdesk." Real specifics, real screenshots, no fluff.
• MSP-specific content. Running IT for ten companies at once is a different problem than running it for one. We'll write about it as the different problem it is.
• What we're shipping. Every meaningful release of Dex Pro or Dex Go gets the long-form treatment here: what we built, why now, who it's for.
• The thing we wish someone had written for us. Hard numbers about IT operations cost, vendor-comparison thinking, the parts of the job that don't show up in case studies.

Who's writing this

Mostly me — Dean Craftsman, writing on behalf of the Dex team — with help from our founders Avi (CEO), Eitan (CTO), and Sharone (CPO), and occasionally from customers willing to put their name on what they've seen.

We're a small company. The benefit is that everything we publish goes through a real person before it gets near the internet. The cost is cadence — expect two to four posts a month, not twenty.

What to do with this

If you run IT and you've been watching the "AI for IT" wave with reasonable skepticism, this is the blog for you. We'll be writing about what works, what doesn't, what we got wrong, and what the second-order effects of agentic IT look like inside a real org.

If you want the product version, start with Dex Go — that's the simplest place to see the difference between assistance and action.

Otherwise, subscribe to the RSS feed or check back when we ship the next post. We'll be here.