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MARKET STUDY

State of AI in ITSM

Inside the market study, you’ll find:

The four-stage adoption curve, see where your peers sit today
Use case sequencing separating those that scale from those that stall
The #1 barrier to AI at scale (hint: it’s not budget)
AI Readiness Framework built from early adopters who made it to production
A three-part structure for building the executive business case

87%

Expect AI in Production
Within 24 Months

Are you positioned to be one of them?

Study findings across 23 industries reveal the gap between the organizations winning with AI in ITSM and the ones still waiting.

The window to act is narrowing fast.

The organizations building that foundation now are pulling ahead — and the data shows exactly how.

Where AI is Being Deployed Today

Early adopters aren't waiting for perfect conditions.
They're starting with use cases that deliver fast, measurable impact:

Where is AI having impact?

Measurable Outcome	Pilot Stage	Limited Prod	Widespread Prod
Reduced resolution time	64%	77%	71%
Deflected ticket volume	52%	61%	82%
Improved satisfaction	59%	58%	76%
First-contact resolution	46%	60%	71%
Reduced IT support costs	40%	53%	65%

Early Adopters Are
Seeing Results

This isn’t theoretical AI hype.

Organizations with AI in production are seeing outcomes they can measure and report to leadership. The pattern is clear: outcomes compound as deployment matures.

Organizations that commit to the foundation, not just a pilot, are the ones hitting 82% deflection and 76% satisfaction improvement.

MARKET STUDY