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SolarWinds Report Reveals AI-ITSM ROI and Cost Gap

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SolarWinds, a leading provider of simple, powerful, secure observability and IT management software, today released its 2026 State of ITSM Report, which studies how IT teams are using AI in their Information Technology Service Management (ITSM) workflows. The report, based on a survey of IT professionals around the world, surfaces a growing paradox: AI is broadly meeting ROI expectations in IT service management, but for most teams, it is not yet easing the burden on the people doing the work.

Eighty-four percent of respondents say AI has met or exceeded ROI expectations, and they report meaningful time savings across core ITSM tasks. Yet 52% say their overall workload has increased since adopting AI, and only 7% say the cost of AI adoption matched what they planned for. After an average of about 16 months using AI in their ITSM environment, most teams are still managing AI’s overhead rather than...

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‘Copilot worked best when I knew what I wanted. ChatGPT was better when I didn’t’ — I tested both AI assistants in Word, and I wasn’t expecting the difference to be so obvious

Microsoft Word has spent the past few years getting increasingly acquainted with AI. Copilot can already draft text, rewrite passages, summarize documents, and answer questions about whatever you have open. Microsoft has even been rolling out more advanced editing capabilities that let Copilot make broader changes directly inside a document.