In This Article:
Announcing the launch of our State of AI in IT report 2025
At Atomicwork, we’ve been at the forefront of technology, particularly AI, and we are passionate about helping the IT community get the most out of their investment in AI.
Last year, we published the first edition of the ‘State of AI in IT 2024’ report – a collaboration between Atomicwork and ITSM.tools.
Today, we’re launching the 2025 edition in collaboration with ITSM.tools and PeopleCert, the organization behind ITIL – the most widely used framework for service management.
The backstory
In 2023, Gartner retired its Magic Quadrant for ITSM tools, citing that it was mature market.
And that was true for the most part – the challenges and priorities of IT leaders were pretty much the same and we’ve had the same market leader for over a decade.
But AI was different. Everyone in IT was curious about AI. Although AI hadn’t become a big part of enterprise IT, there were a lot of (often polarized) opinions around AI.
We wanted to get to the facts and allow the IT community to learn from their peers and benchmark their AI adoption levels. So, we conducted a study with over 1,000 participants to understand their adoption, investment, and general attitude towards AI.
The findings from the study were published in the State of AI in IT 2024 report.
State of AI in IT, going into 2025
This time, we focused on understanding how things had changed since last year and capturing new insights in light of the advancements of AI investment in IT organizations.
This year’s findings reveal a growing footprint of AI in ITSM.
Compared to 2024, AI’s presence in ITSM has grown significantly. And so have the benefits – both anticipated and realized.
The top anticipated benefits for 2025 are:
- Optimizing operations and reducing costs
- Increasing employee productivity
- Improving user experience
The same three were the top realized benefits so far in 2024 but in a slightly different order – productivity and UX, followed by cost reduction – which goes to show that realizing the cost benefit needs more work and strategic execution.
AI adoption levels for IT leaders
We defined the maturity levels of AI adoption based on the organizations’ current stage and cultural affinity.
Level 0 – We’re not using AI and have no plans to start anytime soon
Level 1 – We’re not using AI but would like to or are planning to start
Level 2 – We use free consumer AI tools (like the free version of ChatGPT) but don’t use the AI capabilities of many of the enterprise software applications we have
Level 3 – We use some enterprise software with AI and discourage the use of free consumer AI platforms (like the free version of ChatGPT)
Level 4 – We regularly use software with built-in AI capabilities, and we encourage leveraging consumer AI tools where appropriate
Level 5 – We’d started using AI/ML tools before ChatGPT made it popular
As expected, we observed a normal distribution (bell curve) with almost a third of IT teams at Level 3 and a steady drop at both ends of the spectrum.
Another profound insight was around the direct correlation between trust in AI and the ROI from AI initiatives. A healthy level of trust in AI-driven IT systems leads to more usage and investment, which in turn leads to a better ROI. The opposite is also true. A low level of AI trust correlated with low investment and a negative ROI.
Conclusion
As Gartner reintroduces the Magic Quadrant in 2024, this time focusing on ‘AI applications in ITSM’, the message is clear:
AI is no longer optional. It’s a core part of ITSM.
Whether you're scaling AI solutions, improving user experience, or optimizing costs, this report offers insights to help you stay ahead in an AI-driven ITSM landscape.
Download your copy of the full report here.
