An unnamed head of IT with two decades of experience believes that IT support will be fundamentally different within five years due to the rise of AI agents.

Sarah Wang predicts that by 2026, traditional systems of record will begin to lose their strategic importance as a new "dynamic agent layer" emerges to execute user intent directly.

Sarah Wang predicts that 2026 will be the year that the dynamic agent layer overtakes the system of record in enterprise software.

New AI-native SRE companies like Resolve and Traversal are beginning to win against agent-based solutions built on top of incumbent platforms like Datadog.

Previous attempts by "SaaS 2.0" companies to disrupt systems of record failed because they primarily offered only a better user interface rather than a fundamental workflow change.

In the new enterprise AI stack, the most value will accrue to the agent layer that sits closest to the user and collects data on their preferences and behavior.