Last year, our inaugural State of ITSM Report explored how IT teams could resolve tickets faster through automation, knowledge sharing, and self-service. This time around, we’re exploring the transformative potential of generative AI (GenAI) to drive resolution times down.
Over the past 12 months, we’ve seen many organizations begin to integrate GenAI into their ITSM workflows, changing not just their tools but their entire approach to service delivery. This raised new questions for us: What are the real performance gains? And how can these insights shape ITSM strategy going forward?
We’re excited to share the answers in our newly published 2025 State of ITSM Report: Measuring the AI Effect on Resolution Efficiency.
A Look at the Data: The GenAI Efficiency Gap
To measure the impact of GenAI, we analyzed anonymized data from over 2,000 ITSM systems between August 1, 2024, and July 31, 2025. The results show a clear and growing performance gap between teams that adopt AI and those that do not.
How much faster can your team resolve incidents after enabling GenAI? The report reveals:
- The significant, double-digit percentage decrease in average resolution time after teams enabled GenAI
- The exact average number of hours saved on every single incident
- The staggering improvement seen by the top 10 GenAI adopters, who integrated it deeply into their daily workflows
These organizations are actively using AI-powered capabilities—like automatically suggesting ticket responses and generating solution steps for technicians to follow—to reduce manual effort and focus on more complex work.
What’s in the Report for You?
Whether you’re already using GenAI or just exploring its potential, this report provides a data-driven look at what’s working and why. Inside, you’ll find:
- A detailed analysis of the time and cost efficiencies gained from AI adoption
- Insights into how the most successful teams are integrating AI into their daily service desk operations
- A simple, two-step formula to model the potential annual reclaiming of efficiencies for your own organization
Download the Full Report
Ready to see the data for yourself? Get your free copy of the 2025 State of ITSM Report today.
Access Report
We’d love to hear what you think. Once you’ve had a chance to read it, please share your thoughts and experiences with GenAI in the comments below!
