Survey: ITSM Teams Seeing Significant ROI in AI
Techstrong IT, Tuesday, August 18th, 2026
84% of IT professionals say AI ROI in ITSM has met or exceeded expectations, but workloads are rising.
A SolarWinds survey of 844 IT professionals reveals strong AI adoption in IT service management, with 84% reporting ROI that meets or exceeds expectations.
However, AI is increasing rather than reducing workloads as teams manage integrations, validate outputs and handle data quality tasks.
Most organizations still measure traditional metrics such as tickets and productivity. Only 21% track business outcomes, indicating a need for better measurement strategies.