REPORT
Publish Date: 08/11/2026
2026 State of ITSM Report: From AI Potential to Real Payoff
AI is everywhere in ITSM. Real payoff is still uneven.
AI is now part of everyday IT service management, but adoption alone does not guarantee impact. The 2026 State of ITSM Report explores where AI is delivering measurable ROI, where it is creating hidden overhead, and what separates teams seeing real operational gains from those still managing activity.
Based on original benchmark research, the report looks at why time savings are often offset by fine-tuning, integration upkeep, and manual review; how outcome-based measurement changes results; and what practical steps help teams turn AI potential into durable operational payoff. Download the report to see the data behind the ROI paradox, the hidden costs shaping workload, and the habits of higher-maturity ITSM teams.
Fill out the form to view the Report now.
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