#USA #San Francisco #Atomicwork #AI in ITSM #IT Report

Introduction

The recent unveiling of Atomicwork's State of AI in IT Report for 2025 marks a notable insight into how organizations are harnessing artificial intelligence (AI) within the realm of IT service management (ITSM). This comprehensive report, compiled with insights from over 300 IT professionals and 700 end-users across North America and Europe, explores the expected return on investment (ROI) from AI initiatives within IT.

The Growth of AI in ITSM

AI's role in ITSM has expanded significantly, especially when comparing 2024 with the latest developments in 2025. The report identifies that the primary areas where AI has made a substantial impact include:
1. Data Analysis
2. End-User Assistants
3. Knowledge Management
Beyond these applications, the potential benefits expected by organizations adopting AI in 2025 encompass optimized operations, enhanced employee productivity, and an overall improved user experience.

While 2024 saw preliminary investments in AI, the primary lesson learned was the necessity for strategic implementation to unlock cost benefits fully. CIO insights gathered during the study support these findings, as leaders recognize that transformative technologies, like generative AI, require careful consideration of both their value and associated costs. Gopalratnam VC, Executive Vice President and Global CIO at Philips, noted the critical balance between value and cost while contributing to the understanding of AI's evolving role.

AI’s Transformative Capacity

Vijay Rayapati, CEO of Atomicwork, emphasized that AI holds the key to unlocking new capabilities within enterprise IT teams by automating routine tasks. This shift allows existing IT personnel to channel their efforts towards high-value projects, positioning AI as a tool for enhanced productivity rather than merely a support mechanism. Educating teams about AI’s potential and moving beyond pilot projects have become essential for maximizing benefits.

End-User Expectations and Support Gaps

Despite the technological advancements, there remains a disconnect between AI solutions and end-user experiences. Notably, only 32% of end-users expressed satisfaction with their IT support services. Areas identified for improvement include ensuring confirmation of issue resolutions before ticket closures and offering round-the-clock support. Thus, IT leaders must integrate these expectations into their strategic planning for technology adoption in the coming year. Interestingly, AI assistants have outperformed traditional support channels, but email and phone remain the most preferred methods for users seeking assistance.

Varied ROI and Its Implications

The report highlights ROI as a driving factor behind AI investments. It discovered distinct disparities based on the origin of the AI initiatives within organizations. Investments led by IT departments consistently delivered higher ROI compared to those driven by executive leadership. This assertion underscores the importance of IT teams in effectively managing and implementing AI solutions.

Among key insights:

• - A healthy level of trust in AI leads to increased investment and better ROI.
• - Organizations in North America are seeing more favorable AI ROI compared to European counterparts.
• - Leaders in the Energy, Utilities, and Logistics sectors consistently reported positive ROI, contrasting the mixed results from the IT industry.

Conclusion

The State of AI in IT Report affirms the transformative potential of AI for IT service management, provided there is proper alignment, implementation, and ongoing adaptation. As organizations gear up for 2025, establishing a strategic technology framework will be paramount. For those looking to harness the full spectrum of AI benefits, Atomicwork invites you to dive deeper into their findings and consider a consultation to refine your technology strategy.

About Atomicwork

Atomicwork stands at the forefront of IT solutions, delivering agentic service management to empower IT teams towards effective automation of employee support and IT service management. With headquarters in San Francisco and additional offices in India and Singapore, Atomicwork is committed to enhancing organizational efficiency in the digital era.