New AI in ITSM Survey – Please Help

Have you ever heard or used the “What a time to be alive” saying (either sincerely or ironically)? With everything currently happening with artificial intelligence (AI), “What a time to work in corporate IT” also seems appropriate. Whether using AI to directly improve business operations and outcomes or to enhance your organization’s existing corporate IT service management (ITSM) capabilities. But where is the ITSM industry with AI adoption right now? Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what’s happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one.

Not another “AI in ITSM” survey?

We know there’s more to ITSM than AI. However, as I just stated, it’s where ITSM professionals are currently seeking help. It’s also where ITSM tool vendors are investing in their offerings. However, just because a spectrum of AI capabilities is being added to ITSM tools, it doesn’t mean that they’re being adopted to the same level or that the promised (and expected) benefits are being met.

This new survey has more of an ITSM tool focus, including the question we last asked in 2023 – “Has your primary ITSM tool vendor added AI capabilities to its solution?” Back then, nearly three-quarters (73%) of the organizations with an ITSM tool already had access to embedded AI capabilities. I don’t want to preempt the new survey results, but I imagine this will now be close to 100%. However, in the words of Public Image Limited (PIL), “I could be right, I could be wrong.” If you “sang” that in your head, you’re as old as I am.

Importantly, this latest survey doesn’t replicate the late 2024 AI in ITSM survey. Instead, it asks questions that provide additional and slightly different perspectives on how IT organizations are faring with AI adoption.

What happens to the survey data?

As with all our surveys, we deliberately allow responses to be anonymous (although we’ve included some “demographics” questions to allow us to see how things differ across regions, etc.). So, hopefully, the only barrier to survey completion will be the approximately 3-5 minutes needed to fill it out. Once we have sufficient responses, we will aggregate the data and identify interesting correlations for publication in a sponsored report and on the ITSM.tools website.

It’s only through AI in ITSM surveys like ours that the ITSM industry is able to understand the level of AI adoption right now and what’s coming. Without such data, it’s easy to assume that “everyone else is doing it,” but this could be untrue. So please take our latest 2025 AI in ITSM survey to help us to help you.

Some AI in ITSM insights to get you thinking

As already mentioned, some of these questions included in the new AI in ITSM survey were last used in 2023. We have run other AI-related surveys since then, and here are some of the insights that show the changing face of AI adoption in ITSM over the last two years:

• Close to three-quarters (73%) of the organizations with an ITSM tool had access to AI capabilities in 2023 (https://itsm.tools/ai-in-itsm-survey-responses/)
• In 2023, the biggest challenge for adopting AI in ITSM was the “lack of skilled people internally” at 57%; with GenAI entering the fray, in particular, by the end of 2024, this was governance and compliance (51%). The lack of expertise had dropped from the top three AI adoption challenges.
• In 2023, intelligent workflow automation was the most adopted ITSM use case, and smart analytics was the lowest. At the end of 2024, the top areas where AI has positively impacted ITSM were data analysis (55%) and end-user assistants (48%).