At the end of 2023, we ran a survey with Atomicwork to better understand how artificial intelligence (AI) is being adopted in IT service management (ITSM). The survey results were very interesting and can be read here (and some highlights are shared below).
We’re rerunning the survey with the help of PeopleCert, collecting responses now so we can publish a fresh 2025 AI in ITSM report in January. Importantly, with PeopleCert’s help, the results will be global rather than limited to North America this time.
Just how far has #AI in #ITSM has come in the past year? Can you spare us a minute to complete the anonymous survey? Share on XThe need for up-to-date AI adoption insight from an AI in ITSM survey
While 2023 was the year that ChatGPT brought the opportunity of generative AI (GenAI) to everyone’s attention, 2024 was the year that ITSM tools were improved with GenAI capabilities.
The 2024 survey already highlighted a significant level of AI adoption in IT, and we expect this to have grown significantly in 2024 due to this ITSM tool development and wider business investments in AI.
However, it’s only through surveys like this one that we, as an industry, can fully understand the level of AI adoption in ITSM. Without new data, we have the same-old situation where everyone assumes that “everyone else is doing it, bar us,” but this might not be true. So please take the 2025 AI in ITSM survey to help us better understand what has already happened and will happen.
The level of AI adoption change is important, too
One key driver for the 2025 survey is understanding what has changed in the last twelve months. I think most of us feel that interest in AI snowballed in 2024. Still, it’s important to understand how that interest has turned into action (and whether it resulted in business-level success).
Hence, the 2025 AI in ITSM survey keeps some of the questions from the last one and also focuses on the differences between then and now. When we ran the previous survey, we simply asked about AI adoption. Whereas the temptation this year was to focus the questions on GenAI use. But we haven’t.
Instead, we still ask about AI, even though many organizations will be focused on adopting GenAI capabilities right now (based on what the market is selling). This allows us to better compare the two data sets, albeit potentially with caveats.
Please take the 2025 #AI in #ITSM survey to help us better understand what has already happened with AI adoption and will happen. Share on XSo please help us to help you
We all benefit from having ITSM industry data, whether to help with decision-making, validate existing decisions, or for other reasons. This new AI in ITSM survey will provide a wealth of new data points that will benefit everyone in the ITSM industry. As usual, it’s the sort of industry-focused data that simply isn’t available elsewhere.
So please take the few minutes it takes to complete the survey to help us to help you (and others). The survey is anonymous and the data will be used to create various helpful content pieces, including a report, blogs and articles, and webinars.
Select results from the 2024 AI in ITSM survey report
Some of the key findings from the 2024 survey report were that:
- 58% of organizations were still in the early stage of AI adoption (in IT) – either planning, early exploration, or pilot projects.
- 27% of organizations didn’t have anyone specifically focusing on AI. Although 94% of these hadn’t progressed with AI in production.
- The top three barriers to AI adoption were customer data security, additional cost, and inaccuracy or inconsistency.
It will be interesting to see how much these percentages have changed as we enter 2025.
But one of the most interesting data points about AI adoption came from the non-IT version of the survey, which found that 75% of end-users had already used AI for their work. The survey didn’t differentiate between supported and unsupported use cases, where end-users use their initiative and non-corporate tools to improve productivity.
Our 2023 survey found that 58% of organizations were still in the early stage of AI adoption (in IT). How will that differ in 2024/25? Please take our quick survey to help us find out. #AI #ITSM Share on XHowever, given that the level of end-user adoption had far exceeded the progress of IT organizations (with AI capability delivery), it was likely the latest example of “Shadow IT,” where end-users have sought their own solutions to their needs in the absence of corporate alternatives.
Further Reading
Please use the website search capability to find other helpful ITSM articles on topics such as making informed decisions with AI, customer experience, ITSM processes, crafting survey questions, user experience, analyzing data, improving team working, digital transformation, IT asset management (ITAM), ITSM practices, total cost of ownership (TCO), high-level improvements, understanding survey responses, machine learning, software development, cloud-based software tools, seeking actionable insights, ISO/IEC 20000 (the international standard for service management), and understanding survey respondents.
Stephen Mann
Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.
