“We’re at an inflection point in IT service management. AI adoption is no longer the hard part – the hard part is building the organizational discipline to make AI deliver. The teams that get this right aren’t just running a faster service desk; they’re running a fundamentally different operation. At SolarWinds, our job is to make that transition as straightforward as possible – giving customers the platform, the data foundation and the governance they need to move from AI activity to real AI payoff.”
-Brad McGinity, GM of ITSM, SolarWinds
5 Findings from the 2026 State of ITSM Report for Service Desk Leaders