The AI Revolution in ITSM: A Mega-Trend You Can’t Ignore
Gen AI – it’s all anyone can talk about these days. But for IT leaders on the frontlines, the question is: what does this mean for their day-to-day? Our new report helps you navigate the impact of Gen AI on IT strategies and explores the mega trends keeping IT leaders up at night.
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AI Self-Service is Your Secret Weapon for an Incredible Employee Experience
IT teams are increasingly turning to AI to empower employees and streamline the delivery of IT services. Almost 28% of respondents aim to improve employee experience through increased self-service for issue resolution.
1200+
Respondents
55%
IT Managers and Higher
60%
From North America, Europe & UK
Who Are The Respondents?
Global Insights
47% North America
13% Europe & UK
14% Latin America
17% Africa & Asia
9% Other
55% Are Decision-Makers
22% IT Agents
35% IT Managers
20% Directors and C-level position
5% Analysts
18% Other
A Wide Range of Industries
#1 Financial Services
#2 Manufacturing
#3 Education
#4 Healthcare
#5 Government
Future-Proof Your IT Strategy and Improve Your Winning Tactics to Achieve Your Business Goals.
Boosting Employee Experience through AI Self-Service is a Top Goal for our Customers
This frees IT agents from repetitive tasks and allows them to focus on more proactive work, such as shift left and ticket elimination using Problem Management.
Even with Economic Uncertainty, IT Investment Keeps Climbing.
There’s been a significant increase in IT investment. Nearly 60% of our respondents identified IT as a top strategic priority and, over a quarter (26.3%) of IT leaders surveyed reported it was an even greater focus this year.
Centralized Platforms Are the Future, Bringing Everything Together for Smoother Service Management.
70% of respondents see a move to a centralized, unified platform as a strategic imperative. This isn’t just about convenience – it’s all about optimizing visibility and streamlining service delivery.
Want to know all the latest mega trends in ITSM?
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