We’re excited to welcome Salesforce to SITS 2026. As one of the world’s leading CRM and AI platforms, Salesforce helps service and support teams work smarter, resolve issues faster, and deliver experiences that customers actually remember. Head to their stand to see how they’re shaping the future of service management.
Ahead of their appearance at SITS 2026, we caught up with the team to find out how they’re helping IT and service desk teams move beyond tickets and portals to AI-powered support that actually gets things done.
What does Salesforce do?
Salesforce is the #1 AI CRM, helping organisations become Agentic Enterprises, where humans and AI agents drive customer success together. We’ve moved beyond the old world of portals and tickets to intelligent, conversational support that resolves issues in minutes, not hours.
For employees, we meet them where they work – in Slack, Teams, or your portal – with AI agents that handle everything from password resets to software access requests, instantly. For IT teams, agents assist with incident classification, root cause analysis, and proactive problem detection. For the business, we unify IT services, processes, and assets on one trusted platform governed by the same rules and permissions that guide human work.
The result: faster resolutions, greater productivity, reduced IT costs, and elevated employee experiences.
How did you get started?
Salesforce was founded in 1999 with a bold idea: that software should be accessible, flexible, and centred around the customer. Over the past 25+ years, that vision has grown into a global platform trusted by over 150,000 companies worldwide.
For our IT Service team, the journey has been about meeting organisations where they are. We understand the very real pressures facing service desks today, from rising ticket volumes and stretched teams to increasing expectations from end users.
We’ve built deep expertise in this space because we genuinely believe that great service, whether internal or external, is a competitive advantage.
And with Agentforce, we’re helping companies take AI beyond pilots and experimentation to accountable, production-ready execution where agents work alongside people in real workflows, with trusted governance, delivering real impact.
What are you looking forward to most at SITS?
SITS is one of the most important events in the IT service management calendar, and we’re genuinely excited to be part of it. For us, it’s about the conversations – hearing directly from IT leaders and support teams about what’s keeping them up at night, what’s working, and where they want to go next.
We’re also looking forward to showing what Agentforce can do for IT service teams right now. AI is no longer a future aspiration – it’s here, it’s practical, and it’s already transforming how service desks operate. Being able to demonstrate that live, in person, is something we can’t wait to do.
Why should visitors come to your stand?
Come and see what AI-powered IT service management actually looks like in action. We’ll be running live demos of Agentforce IT Service, showing how it can handle routine IT requests, escalate complex issues intelligently, and free up your team to focus on the work that really matters.
Beyond the demos, you’ll get to speak directly with our UKI specialists who work with IT service teams every day. Whether you’re exploring a full platform transformation or simply looking for ways to reduce ticket volume and improve response times, we’d love to help you think through what’s possible.
Find Salesforce on stand 470 or join them for ‘Reinventing Employee Experience with Humans and AI Agents, Together’ at 11:00 on the 14th May in Theatre 3.
SITS – Service Desk & IT Support Show, taking place at Excel London 13-14 May 2026.
For further information, please visit www.servicedeskshow.com.