AI is delivering ROI in ITSM, but not yet reducing the workload
SolarWinds research finds 84% of IT professionals say AI has met or exceeded ROI expectations, yet only 7% say adoption costs matched their forecasts
AI may be delivering on its promise in IT service management, but SolarWinds’ latest research suggests that the economics of adoption are proving more complicated than the headline productivity gains suggest.
The company’s 2026 State of ITSM Report, based on a survey of more than 800 IT professionals globally, finds that 84% of respondents say AI has met or exceeded their ROI expectations. At the same time, 52% say their overall workload has increased since adopting AI, while only 7% say the actual cost of AI adoption matched what they had planned.
After an average of roughly 16 months using AI in their ITSM environments, organisations appear to be discovering that the technology is not simply eliminating work. Instead, it is shifting where that work happens...
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