Brett Johnson, General Manager at VOSS Solutions for ANZ, discusses the critical importance of integration between communication platforms and IT service management systems, specifically ServiceNow, within the APAC region. He argues that as AI agents move into production, integration serves as a necessary governance layer to ensure autonomous actions are recorded via tickets, audit trails, and change records. The presentation highlights how VOSS utilizes the Model Context Protocol (MCP) to provide a standardized way for AI agents to interact with ITSM platforms, facilitating bidirectional ticket sync and CMDB alignment. Johnson concludes with strategic advice for IT leaders, including auditing tool overlap, separating human-approval workflows from autonomous ones, and prioritizing vendors that support open standards.