In the summer of 2023, ITSM.tools ran a short “AI in ITSM” survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). The level of survey responses was low at just 90. However, the captured data is still valuable – including the correlations between answers (which will appear in a future article) – as long as the relatively small sample size is kept in mind.
The possibility of survey bias should also be borne in mind. Because, as with any survey focused on a specific topic, it will attract people interested in the topic. Meaning that the percentages are likely marginally higher than if the AI questions, in this instance, had been included in a broader ITSM survey.
Survey results: 73% of people surveyed say they have access to artificial intelligence capabilities within their #ITSM tool, but rarely as no-cost additions. #ArtificialIntelligence #AI #ServiceDesk Share on XThe availability of AI capabilities in ITSM tools
The first survey question asked, “Has your ITSM tool vendor added intelligent automation (AI-based capabilities) to its solution?” The responses are shown in the table below.
| Response | %age |
|---|---|
| Yes, and it’s a no-cost addition | 6% |
| Yes, some is free and some is paid for | 28% |
| Yes, it’s a paid-for option | 29% |
| No | 23% |
| Don’t know | 10% |
| We don’t have an ITSM tool | 2% |
The AI in ITSM survey data shows that AI capabilities are most likely a paid-for option in ITSM tools, followed by a mixed “some free, some paid” approach. However, AI-enabled capabilities are rarely no-cost additions.
What’s probably more interesting, though, is that when only the “yes” and “no” responses are considered, the responses show that close to three-quarters (73%) of the organizations with an ITSM tool have access to AI capabilities.
Some AI capabilities are being adopted more than others
The second question asked, “How has your organization adopted the following types of intelligent automation?” The standout insight is that AI-based capabilities are being used outside IT more than within IT without exception, ranging from 21% to 31% of organizations.
Survey results: The standout insight in this @ITSM_tools survey is that AI-based capabilities are being used outside IT more than within IT without exception, ranging from 21% to 31% of orgs. #AI #ServiceDesk #ArtificialIntelligence Share on X| AI type | In multiple functions | Only in IT | Planning to adopt | No plans | Don’t know |
|---|---|---|---|---|---|
| Virtual agents for staff | 21% | 13% | 32% | 27% | 7% |
| Virtual agents for employees | 30% | 20% | 23% | 23% | 3% |
| Intelligent workflows | 31% | 27% | 21% | 16% | 6% |
| Robotic process | |||||
| automation | 26% | 13% | 22% | 24% | 14% |
| Intelligent | |||||
| autoresponders | 22% | 19% | 19% | 24% | 16% |
| Smart analytics | |||||
| 26% | 12% | 30% | 18% | 14% |
When the multiple business functions and “Only in IT” responses are added together, intelligent workflow automation is the most adopted use case (at 58%) at a business level. Virtual agents for service/support staff is the lowest (at 34%).
| AI type | Total |
|---|---|
| Virtual agents for staff | 34% |
| Virtual agents for employees | 50% |
| Intelligent workflows | 58% |
| Robotic process automation | 39% |
| Intelligent autoresponders | 41% |
| Smart analytics | 38% |
Finally, when the AI in ITSM survey source data is analyzed across the possible AI-based capability options, only 16% of organizations had not already introduced at least one AI-based capability, and half of these had plans to do so with at least one capability type. This high level of AI adoption (84%) needs to be recognized in the context of the likely survey bias mentioned earlier.
Survey results: Only 16% of orgs have not already introduced at least one AI-based capability, & half of these had plans to do so with at least one capability type. #AI #ArtificialIntelligence #ITSM #ServiceDesk Share on XThe biggest challenges to AI adoption
The final question asked, “What do you see as the biggest barriers to an organization’s success with intelligent automation? (Please select all that apply).” The responses are shown in the table below.
Unsurprisingly, the biggest challenge for adopting AI in ITSM is the “lack of skilled people internally” at 57%. Although, the lack of third-party assistance was not seen as a significant challenge.
Survey results: Unsurprisingly, the biggest challenge for adopting #AI in #ITSM is the 'lack of skilled people internally' at 57%. #ArtificialIntelligence Share on X| Response | %age |
|---|---|
| Lack of skilled people internally | 57% |
| Competing priorities for resources | 44% |
| Legacy IT applications and infrastructure | 43% |
| Employee resistance to change | 40% |
| Additional costs | 38% |
| Organizational politics and other barriers | 34% |
| The available intelligent automation capabilities | 24% |
| Lack of third-party assistance | 16% |
| Don’t Know or N/A | 4% |
As we would have expected from the earlier statistics related to AI inclusion in ITSM tools, “the available intelligent automation capabilities” is one of the lowest felt challenges for AI adoption.
Hopefully, you have found these AI in ITSM survey insights helpful. Please look for a future article examining the correlations between the survey responses.
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Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.
