Hi there,
AI is no longer a pilot project for IT service teams. It is part of how tickets get handled, issues get detected, and incidents get resolved. But not every organization is seeing the payoff they expected.
In the 2026 State of ITSM Report: From AI Potential to Real Payoff, SolarWinds and User Evidence share findings from more than 800 IT professionals using AI in ITSM and ESM environments. The report shows:
- How long teams have been running AI in their ITSM stack and which approaches (generative, agentic, machine learning) are most common.
- Where AI delivers measurable gains in productivity, SLA compliance, MTTR, and customer satisfaction.
- Why many teams still feel their workload is flat or higher despite those improvements.
If you’re evaluating how to bring AI into your service desk, or how to get more value from what you already have, this report gives you benchmarks and practical guidance grounded in real-world data.
