Atomicwork releases its State of AI in IT Report for 2025: North American IT Leaders see high ROI with AI adoption
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SAN FRANCISCO, Dec. 10, 2024 ~ Atomicwork Releases Second Edition of Annual State of AI in IT Report

Today, Atomicwork, the leading agentic service management platform, announced the release of its highly anticipated second edition of the State of AI in IT report. This comprehensive report provides an in-depth analysis of how organizations are utilizing artificial intelligence (AI) in IT service management (ITSM) and beyond.

The research for this report was conducted by Atomicwork in collaboration with ITSM.tools and PeopleCert, the organization behind ITIL. The study involved over 300 IT professionals and 700 end-users from North American and European organizations. Additionally, insights from CIOs and other IT leaders from around the world were included.

The main objective of this report is to help the IT community gain a better understanding of how AI is being applied in IT and what return on investment (ROI) can be expected.

Snapshot of AI in ITSM: 2024 vs. 2025

Compared to last year, there has been a significant increase in the presence of AI in ITSM. The top areas where AI is making an impact include data analysis, end-user assistants, and knowledge management.

Looking ahead to 2025, the most anticipated benefits from AI adoption include optimizing operations and reducing costs, increasing employee productivity, and improving user experience. However, it was noted that more time and strategic implementation are needed to fully realize these cost benefits.

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These findings align with the outlook of CIOs interviewed for this report. Gopalratnam VC, Executive Vice President and Global CIO at Philips stated that "Generative AI is increasingly establishing itself as a transformative technology." He also emphasized the importance of scaling solutions and implementing people-process changes to achieve business transformation through AI.

Vijay Rayapati, CEO of Atomicwork commented on how AI can unlock new capacity for enterprise IT teams by automating routine tasks. However, he also stressed the need for IT leaders to guide their organizations through the critical phase of education to fully harness AI's potential.

End-User Perspectives: What's Missing in IT Support?

Despite the advancements in AI implementation and prioritization, only 32% of end-user respondents expressed satisfaction with their IT support experience. The top areas for improvement included confirming issue resolution before ticket closure, providing progress updates, and offering 24/7 support.

IT organizations must take these expectations into account when formulating their technology strategy for 2025. Interestingly, while AI assistants have surpassed non-AI assistants in usage, email and phone remain the most popular channels for contacting IT support.

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Key Findings Highlight Varied ROI of AI by Leadership and Region

ROI has become a hot topic in the AI landscape as business leaders face increasing pressure to justify investments in transformative technologies. One of the most striking findings from this report is the contrast in ROI outcomes based on where AI investments originate within an organization. While IT-led initiatives consistently deliver value, investments driven by the C-suite are more likely to fall short.

Other key findings include a positive correlation between trust in AI and ROI, with North American organizations reporting higher ROI compared to their European counterparts. Additionally, industry leaders in Energy, Utilities, and Logistics stood out with zero respondents reporting negative ROI from AI investments.

Unlocking the Potential of AI in IT

The State of AI in IT report highlights that while the potential of AI is immense, realizing its benefits requires strategic alignment, robust implementation, and continuous adaptation. To delve deeper into these findings, access the full report here.

As we approach 2025, it is crucial for IT leaders to have a deliberate technology strategy for their operations. Book a briefing with the Atomicwork team here to stay ahead of the curve.

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