State of ITSM Report 2025: Measuring the AI Effect on Resolution Efficiency
A performance gap is emerging across the IT service management (ITSM) landscape, separating teams that have adopted generative AI (GenAI) from those who haven't. But how wide is this gap, and what is the real-world return on investment (ROI) for those who have made the leap? Our 2025 State of ITSM report provides data-driven answers.
Download the report for exclusive insights, including:
- An analysis of the growing efficiency gap between GenAI adopters and non-adopters
- A look at how time saved per incident translates into tangible ROI and cost efficiencies
- Actionable insights for pairing AI with the right features and workflows to improve your team’s service delivery
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Key Findings: The AI Effect on ITSM
Our 2025 State of ITSM report measures the impact of GenAI on ITSM workflows, using anonymized data from our customer base to reveal how AI, when paired with the right workflows, improves service efficiency.
How Much Faster Is AI-Powered ITSM?
Organizations using GenAI saw a significant drop in their average incident resolution time. By automating routine tasks, teams reclaimed valuable hours. Download the report to see the average time saved per incident and the overall percentage improvement.
Is There a GenAI Performance Gap?
A measurable performance gap is emerging between ITSM teams that use GenAI and those that don't. How wide is this gap today? We compared both groups to quantify the real-world difference in resolution speed. Access the data and compare your team's performance by downloading the full report.
From Time Reclaimed to Tangible ROI
Reclaiming hours is the first step. The true ROI comes from reallocating the saved time to strategic initiatives that drive business value. Our report shows how saved time translates into significant cost efficiencies, empowering IT to become a proactive partner. Discover the potential financial impact and strategic benefits in the full report.
Get the 2025 State of ITSM Report
This 2025 report explores how organizations are using GenAI to resolve incidents faster. Download now for data-driven insights on efficiency gains and building a resilient, modern ITSM strategy.