According to the ‘2025 ITSM Status Report’ by SolarWinds, organizations using generative AI in their IT service management saw measurable improvements. The introduction of generative AI led to an average reduction in service interruption resolution time by 17.8%, translating into significant time savings for IT teams. Particularly, top organizations employing AI reduced their resolution time from 51 hours to 23 hours, marking a 54.3% improvement and highlighting the technology’s strategic role in enhancing organizational efficiency.
In total, an estimated 323,000 hours of cumulative workload were saved across organizations during the study period, and the productivity gains could potentially reach $680,000 for a mid-sized IT team handling about 5,000 service disruptions annually. However, the report emphasizes that merely adopting technology is insufficient; successful organizations coupled AI introduction with process improvements and change management strategies. The results demonstrate that when generative AI integrates with existing ITSM best practices, it significantly boosts service resolution speed, thus representing a critical component of organizational strategy.
👉 Pročitaj original: CIO Magazine
