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Atomicwork's New Report on AI in IT for 2026

Atomicwork, recognized as a frontrunner in AI-native IT Service Management (ITSM), has recently unveiled the third edition of its annual report titled 'State of AI in IT 2026'. This report, conducted in partnership with experts from ITSM.tools, presents a compelling analysis of how AI is not only being integrated but is also creating measurable value across IT sectors.

In a transformative shift, this year’s report indicates that AI adoption within IT organizations has surged, moving beyond basic experimentation towards practical applications that deliver tangible business outcomes. Remarkably, 98% of surveyed organizations are either actively using AI or testing initiatives, marking the highest adoption rate since the survey's inception two years ago.

The survey gathered insights from IT leaders and professionals across various industries and regions, highlighting a growing integration of AI in fundamental IT operations. The findings reveal that about 75% of IT professionals utilize AI for at least one service management function. Furthermore, 20% of organizations have fully integrated AI into all their service teams, including those in Human Resources, Finance, and Facilities.

While the trends on AI maturity echo those of the previous year, an increasing number of organizations now find themselves in more advanced stages of AI implementation. A significant portion of respondents, 82%, reported benefiting from their AI investments, and 67% indicated that they have observed a positive return on investment.

This emerging landscape is driven by a crucial interdependence; organizations that cultivate trust in AI are more likely to invest in these technologies, which, in turn, leads to better results, reinforcing their confidence in AI's efficacy. Notably, while cost reduction remains a consideration, respondents are increasingly emphasizing productivity improvements, enhanced employee and customer experiences, and tighter alignment with business objectives as the chief advantages of adopting AI.

CEO of Atomicwork, Vijay Rayapati, noted, "The data indicates that AI is no longer just a proof of concept; it's delivering verifiable business value. Organizations that embrace AI are unlocking unprecedented productivity levels, alleviating operational constraints, and enhancing the employee experience."

The report also highlights three primary correlations that are shaping the current AI landscape in IT. Firstly, a strong link exists between AI maturity and ROI, with mature organizations experiencing significantly greater value. Moreover, these advanced entities showcase a higher degree of trust in AI solutions, and those organizations measuring outcomes report increased confidence levels. Furthermore, the origin of AI initiatives plays a pivotal role in their success; projects led by IT leadership tend to achieve higher success rates, while grassroots efforts often suffer from lack of alignment and lower trust levels.

Stephen Mann, Principal Analyst at ITSM.tools and co-author of the report, underscored the importance of strategic direction by stating, "AI initiatives must be steered by IT leadership to achieve scalability. While grassroots projects may hold promise, they frequently struggle to gain momentum without cohesive organizational support. The findings from 2026 highlight the necessity for deliberate strategy and governance in AI projects."

Despite the obstacles that still hinder AI adoption—such as concerns about data privacy, security risks, high implementation costs, and issues related to output accuracy—the report notes a marked decrease in the concern over governance and compliance, indicating a maturing organizational approach to responsible AI adoption.

After three years of extensive research, a clear trend has emerged: the perception of AI in IT has evolved from questioning how AI can assist IT to exploring how IT can leverage AI for greater business impact. This year's report encapsulates this pivotal shift and serves as a strategic guide for IT leaders preparing their AI framework for 2026.

For those interested, the complete report is publicly available online.

About Atomicwork

Atomicwork stands at the forefront of AI-native ITSM solutions, enabling IT teams to automate employee support and streamline IT service management effectively. The platform's AI capabilities facilitate seamless integration with corporate systems and operational processes, thus empowering businesses to achieve modern ITSM and employee service management at scale. Based in San Francisco, Atomicwork also operates offices in India and Singapore.