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1、A R E P O R T B Y2025 EditionState of AIITinThis is the second edition of the State of AI in IT report.Last year,Atomicwork and ITSM.tools collaborated to conduct a study of 1,000 survey participants 250 IT professionals and 750 end-users from North America.This 2025 edition is brought to you by Ato

2、micwork,ITSM.tools,and ITIL(by PeopleCert).It captures the perspective of over 300 IT professionals from around the globe and 700 North American end-users.IntroductionSTATE OF AI IN IT 202501This is a great snapshot of where IT organizations are with AI adoption at the end of 2024 and heading into 2

3、025.Trust in AI-driven IT systems correlates with AI ROI success all of the respondents who didnt trust AI also reported a negative ROI from their AI investments.It appears to be part of a“chain”that AI investment leads to AI success,which leads to AI trust(or it could be that AI trust leads to AI s

4、pend,which leads to AI success).Note from the authorStephen MannPrincipal Analyst and Content DirectorITSM.toolsSTATE OF AI IN IT 202502Key InsightsSTATE OF AI IN IT 2025AI Adoption OriginIT leadership(34%)and C-suite(23%)were the highest originators of AI initiatives.However,C-suite impetus might n

5、ot be the right AI approach.AI initiatives starting in the C-suite were least likely to have a positive ROI and significantly more likely to have a negative ROI.IT Budget SpendTrust in AIThe majority of negative AI ROI responses(94%)came from organizations with no allocation or less than 10%of the I

6、T budget allocated to AI initiatives.Conversely,71%of positive AI ROI came from organizations with more than 10%of the IT budget spent on AI initiatives.47%of IT respondents trusted AI more than they did 12 months ago,while 12%trusted it less,and 40%have stayed the same(which could be trust or distr

7、ust).Trust in AI-driven IT systems correlated with AI ROI success.And negative AI trust correlated with a negative ROI.03STATE OF AI IN IT 2025AI Maturity LevelsWe defined the maturity levels of AI adoption based on the organizations current stage and cultural affinity.As expected,we observed a norm

8、al distribution(bell curve)with almost a third of IT teams at Level 3 and a steady drop at both ends of the spectrum.AIs ITSM BenefitsAIs ROIThe top anticipated benefits were optimizing operations and reducing costs(61%),increasing employee productivity(57%),and improving user experience(53%).The sa

9、me three were the top realized benefits but in a slightly different order productivity,UX,and then cost reduction.24%of IT respondents had realized a positive ROI from AI versus 7%negative and 14%neutral(with 38%Too early to say and 24%Dont know).When the Too early and Dont know responses were remov

10、ed,55%were positive,15%negative,and 31%neutral.04Key InsightsSTATE OF AI IN IT 2025AI Adoption BarriersThe IT respondents top concerns or barriers to AI adoption were?Governance and compliance(51%?Customer data security(47%?Employee data security(43%)Lack of expertise and costs were at 41%and 35%,re

11、spectively.Free AI Tool UsageAI Use Perspective71%of end-user respondents use ChatGPT or similar free AI tools for their work,with roughly half of the respondents(49%)using it at least weekly.There was a strong correlation between respondents using free AI tools if their IT team was using AI for sup

12、port.44%of end-user respondents werent concerned about their organizations using AI.30%were concerned,though,split across?Using AI too liberally(12%?The use of AI is limited(14%?Its hindering,not helping(4%)05Key InsightsSTATE OF AI IN IT 2025AI Maturity Levels07AIs ITSM Bene?fits14Change in AI Trus

13、t20AI Adoption Origin08AIs ROI16Key Considerations21IT Budget Spend10AI Adoption Barriers18AI No-go Areas23AIs ITSM Impact12Trust in Autonomous AI193 Interesting IT Correlations2406IT InsightsClick to Navigate0%10%20%30%40%Level 5Level 4Level 3Level 2Level 1Level 0What stage best describes your orga

14、nizations current adoption of AI for IT?AI Maturity LevelsWe defined the maturity levels of AI adoption based on the organizations current stage and cultural affinity.STATE OF AI IN IT 202507Were not using AI and have no plans to startWere not using AI but would like to or are planning to startWe us

15、e free consumer AI tools but dont use the AI capabilities of many of the enterprise software applications we haveWe use some enterprise software with AI and discourage the use of free consumer AI platformsWe regularly use software with built-in AI capabilities,and encourage using consumer AI tools w

16、hen requiredWe started using AI/ML before ChatGPT made it popularLevel 0Level 1Level 2Level 3Level 4Level 55%10%23%31%24%7%AI Adoption OriginWhile ITs adoption of AI-enabled capabilities might seem inevitable,its interesting to understand the origins of organizations AI investments.The 2025 survey f

17、ound that IT leadership(34%)and C-suite(23%)were the highest originators of AI initiatives.This C-suite level is similar to the previous reports 24%.When the Not applicable,Dont know,and Other responses are removed,this is IT leadership at 47%and C-suite at 31%,with the IT team accounting for the re

18、maining 22%.STATE OF AI IN IT 2025Where did the requirement to invest in AI originate?IT leadershipC-suiteIT team 16%13%23%34%5%9%16%DontknowNot applicable(choose this if no AI investment is planned)Other08Mark SettleEx-CIOOkta and BMC Software“AI offers the opportunity to move from a reactive to a

19、proactive IT model,using incident and problem management as diagnostic tools to analyze the operational performance of a companys collective tech stack and preemptively address issues before they disrupt business work?flows.Expert speakSTATE OF AI IN IT 202509The extra costs associated with AI adopt

20、ion are inevitably a barrier to its adoption.41%of respondents stated that their organizations have an IT budget allocation for AI initiatives.When the Dont know and Not applicable responses are removed,this is 72%.However,the IT budget allocation to AI initiatives seems low 16%no allocation and 21%

21、less than 10%.This is 64%spending less than 10%of their IT budget on AI initiatives and 36%more than 10%when the Not applicable and Dont know responses are removed.STATE OF AI IN IT 2025Dont knowLess than 10%No allocation10-20%More than 20%Not applicableWhat percentage of the IT budget is allocated

22、to AI initiatives?IT budget spend34%21%16%8%12%9%10Expert speakChad GhosnGlobal CTO and CIOAMMEX Corporation“My biggest advice for IT leaders is,dont sit on the sidelines.You dont need to be at the forefront of AI adoption but at least sit down and devise a strategy.And make sure your company is awa

23、re of your strategy and how youre planning to approach it.We did this a year and a half ago and its been extremely helpful,not only to me personally but to my team and the entire company.STATE OF AI IN IT 202511The top areas where AI has impacted ITSM are?Data analysis(55%?End-user assistants(48%?Kn

24、owledge management(43%?Incident management(39%)AIs ITSM ImpactIn which of these areas has AI had the most significant impact on ITSM?Data analysisEnd-user assistantsKnowledge managementIncident management Predictive maintenanceProblem management Asset management Change Enablement and ManagementDont

25、knowOtherSTATE OF AI IN IT 20250%10%20%30%40%50%60%1255%48%43%39%36%32%26%24%12%9%Expert speakKennethGonzalezEx-Research Director,ITSMGartner“Data analysis is a clear winner.Its good to see attention being paid to this,as IT organizations have a lot of room to improve around data-based decision-maki

26、ng.One of the biggest things I hope will come from this is greater awareness about the data they need but currently do not have to address key issues and support decision making.STATE OF AI IN IT 202513The top anticipated bene?fits of AI were optimizing operations and reducing costs(61%),increasing

27、employee productivity(57%),improving user experience(53%),and enabling better decision-making(51%).The top realized bene?fits were increasing employee productivity(40%),improving user experience(33%),optimizing operations and reducing costs(29%),and enabling better decision-making(28%).These are the

28、 same four areas as the anticipated bene?fits.Although the percentages are understandably lower and the optimizing operations and reducing costs option has dropped from?first to third.AIs ITSM BenefitsWhat benefits do/did you anticipate through AI?Optimizing operations and reducing costsIncreasing e

29、mployee productivityImproving user experienceEnabling better decision-makingAccelerating innovation and researchStrengthening security through advancedImproving work-life balance and wellCreating new products or lines of businessStreamlining compliance and riskWe have no plans for AIDont knowOtherST

30、ATE OF AI IN IT 20250%10%20%30%40%50%60%70%61%57%53%51%39%32%30%27%23%11%4%4%14Expert speakRoy AtkinsonCEOClifton Butterfield LLC“Productivity.So,the proof is in the pudding,and these organizations say the pudding is good.Speed is a big factor in productivity,and AI is fast.As some employees have re

31、ported,we mustnt let the tools get in the way.STATE OF AI IN IT 202515Like any technology project,the return on investment(ROI)from AI initiatives is likely under close corporate scrutiny.The survey found that 24%of respondents had realized a positive ROI from AI versus 7%negative and 14%neutral(wit

32、h 38%Too early to say and 24%Dont know).When the Too early and Dont know responses are removed,the respondents able to comment on the ROI received by their organizations are 55%positive,15%negative,and 31%neutral.STATE OF AI IN IT 2025Too soon to sayPositiveDontknowNeutral(more or less)NegativeWhat

33、ROI have you realized from your AI investments so far?AIs ROI1635%24%21%14%6%Expert speakAdam GriffithITIL ArchitectPeopleCert“AI has the power to revolutionize service management by unlocking new levels of efficiency,innovation,and agility.It can empower businesses to streamline operations,enhance

34、decision-making,and create personalized customer experiences.AI is not just a tool,but a catalyst for reinvention,driving organizations toward smarter,faster,and more impactful growth.STATE OF AI IN IT 202517The top concerns or barriers to AI adoption were?Governance and compliance(51%?Customer data

35、 security(47%?Employee data security(43%).Lack of expertise and costs were at 41%and 36%,respectively.This has changed since the previous report,where the top concerns or barriers were customer data security(42%),additional cost(39%),and inaccuracy or inconsistency(33%).AI Adoption BarriersWhat are

36、the concerns or barriers to AI adoption for you?Governance and complianceCustomer data securityEmployee data security and privacyLack of expertise within the IT teamAdditional costHallucinations and inconsistencyROI unclear or hard to measureOrganizational inertiaOtherDont knowNone of the aboveSTATE

37、 OF AI IN IT 20250%10%20%30%40%50%60%1851%47%43%41%36%33%31%27%6%5%4%Trust-related questions were added for the 2025 survey.The data shows that 55%of respondents didnt trust AI to make decisions without human oversight,versus 25%that did.When Dont know and Other responses are removed,this is 31%trus

38、t and 69%distrust.STATE OF AI IN IT 2025NoYesOtherDont knowDo you trust AI to make autonomous decisions without human oversight?Trust in Autonomous AI1955%6%14%25%We asked the survey participants whether they trusted AI-enabled systems more or less,compared to 12 months ago.47%of respondents trusted

39、 AI more than they did 12 months ago.While 12%trust it less,and 41%have stayed the same(which could be trust or distrust).STATE OF AI IN IT 2025IncreasedStayedthe sameReducedCompared to 12 months ago,has your trust in AI increased or reduced?Change in AI Trust2041%12%47%Responsible and ethical AI(79

40、%)and security-focused(business level)(79%)were considered the most important factors in AI implementation;oddly,user-centric was in last place(51%).Given that technology,including AI,should be focused on tackling business opportunities and issues in a way that makes employees better versions of the

41、mselves(to enable business processes,the relatively low level of user-centricity is worrying).STATE OF AI IN IT 2025Key Considerations0%10%20%30%40%50%60%70%80%90%OtherUser-centricPrivacy-focused(individual level)Security-focused(business level)Responsible and ethical AIWhich of these factors would

42、you consider while implementing AI in IT?2179%79%62%51%7%Expert speakAysha KhanCIO&CISOTreasure Data“The beauty of AI is it forces us to think of security from the beginning,and not as an afterthought.When security and IT are aligned,we innovate faster,build trust with our customers,and create produ

43、cts that are not only competitive but resilient.STATE OF AI IN IT 202522While AI is seen as bene?ficial to IT organizations,a survey question asked about the areas respondents would not like AI to penetrate.The top areas for AI not to enter were?Ethical and legal decision-making(51%?People managemen

44、t(42%?Handling sensitive business data(38%).However,35%of respondents thought AI would eventually be used in all areas of their business.AI No-go AreasWhich areas of the business would you like AI to not enter?Ethical and legal decision-makingPeople managementHandling sensitive business dataI think

45、AI will eventually be used in all areasHigh-level strategic planningPerformance managementCustomer relationship managementHandling customer dataQuality control and accountabilityOtherSTATE OF AI IN IT 20250%10%20%30%40%50%60%2351%42%38%35%29%26%24%22%19%3%3 Interesting IT CorrelationsSTATE OF AI IN

46、IT 2025When we sliced and diced the survey data,we found some interesting correlations.These three stood out:C-suite impetus might not be the right AI approach.The AI investments originating from the C-suite were least likely to have a positive ROI and signi?ficantly more likely to have a negative R

47、OI.Interestingly,the AI investments originating from the IT team were the only ones not to deliver a negative ROI.Trust in AI-driven IT systems correlated with AI ROI success.And all of the Negative AI trust respondents reporting a negative ROI from AI investments.There seem to be a“chain”here that

48、AI spend leads to AI success,which leads to AI trust(or AI trust leads to AI spend,which leads to AI success).24AI funding is imperative to AI success.The majority of Negative AI ROI responses(94%)came from organizations with No allocation or less than 10%of the IT budget allocated to IT initiatives

49、.Conversely,71%of Positive AI ROI and only 19%of Neutral responses came from organizations with more than 10%of the IT budget spent on AI initiatives.IT Support Contact26Free AI Tool Usage33Change in AI Trust38Preferred Channels27End-user AI Uses35AI No-go Areas39IT Support Changes29AI Use Perspecti

50、ve36AI Usage by IT31Trust in Autonomous AI37253 Interesting User Correlations40STATE OF AI IN IT 2025End-user responsesClick to NavigateOnly 16%of survey respondents hadnt contacted their corporate IT support in the last 12 months.When the Unsure and We dont have an IT support team responses are rem

51、oved,this is still only 18%meaning 72%of survey respondents had contacted IT support.STATE OF AI IN IT 2025IT Support Contact0%5%10%15%20%25%30%35%40%45%50%We dont have an IT support teamThree or more timesOnce or twiceZeroUnsureHow many times have you contacted IT support in the last 6 months?265%1

52、6%46%27%6%The most popular primary IT support channels are?Email(29%?Phone(28%?In-person(11%?Support portal form(10%?Microsoft Teams(9%)(which is likely a virtual assistant?AI chatbot(8%).As the primary IT support contact method,AI Chatbot use is four times the level of non-AI chatbots.As the primar

53、y IT support contact method,Microsoft Teams use is at nine times the level of Slack use.Preferred ChannelsHow do you(most frequently)contact IT support in your company?EmailPhone callIn-personSupport portal formMicrosoft TeamsChatbot(AI)Chatbot(non-AI)SlackOtherSTATE OF AI IN IT 20250%5%10%15%20%25%

54、30%35%2729%28%11%10%9%8%2%2%1%Expert speakPhyllisDruckerThought LeaderService Management“While IT is interested in building areas like knowledge management,the adoption rates at the business level remain low.GenAI is driving better results,but IT needs to ensure proper documentation to enable AI age

55、nts to provide relevant answers and ensure a contextual handoff if a Level 1 technician is required.This is an area where the experience will continue to matter.STATE OF AI IN IT 202528Only a third(32%)of survey respondents were happy with how their IT support team worked.The most common improvement

56、 requests from the end-users were to?Con?firm if their issue is resolved before closing the ticket(29%?Keep them updated on progress(24%?Offer 24/7 support(22%?Shorten resolution or response times(21%?Give more options to contact support(17%).What would you like your IT team to start,or stop,doing?N

57、othing.Im happy with the way they workCon?firm if my issue is resolved beforeKeep me updated on progressOffer 24/7 supportShorten resolution or response timesGive me more options to contact supportFocus on the user experienceGive me the option to talk with an AI assistantOtherSTATE OF AI IN IT 20250

58、%5%10%15%20%25%30%35%IT Support Changes2932%29%24%22%21%17%12%10%0%Expert speakPattiBlackstaffeCEO and Transformation AdvisorGlobalSway“Conversational support for customers and employees opens the door for 24/7 support for simple tasks,such as password resets,system troubleshooting,and onboarding.Th

59、e intelligent design of GenAI and agentic AI chatbots eases the?first-tier load.STATE OF AI IN IT 202530While its appreciated that end-users might not know whether their IT team is using AI for support or not,the results of this survey question were positive in favor of AI use.42%of survey responden

60、ts stated that their organizations use AI.Of these,78%thought the AI helped,while 22%didnt.The story is different for the respondents without AI,though of the 38%without AI,58%were happy theres no AI,and 42%wanted there to be.When the Dont know responses are removed,53%of survey respondents stated t

61、hat their organizations use AI versus 47%that dont.STATE OF AI IN IT 2025AI Usage by IT0%5%10%15%20%25%30%35%Yes,and i wish they didntNo,but Id like them toDontknowNo,and Im happy they dontYes,and it helpsIs your IT team using AI(chatbots etc.)for support?3133%22%20%16%9%Expert speakGopalratnamVCGlo

62、bal CIOPhilips“Generative AI is increasingly establishing itself as a transformative technology.In 2024,we observed encouraging signs in areas like knowledge management,customer support,and developer productivity.In 2025,we aim to scale our solutions,which is an essential step in building confidence

63、 in this technology.STATE OF AI IN IT 20253271%of survey respondents use ChatGPT or similar free AI tools for their work,with roughly half of the full sample(49%)using it at least weekly.This is 70%of the respondents using free AI tools(the aforementioned 71%)using it at least weekly.STATE OF AI IN

64、IT 2025Free AI Tool Usage0%5%10%15%20%25%30%35%Less than once a monthMonthlyWeeklyDailyNeverRoughly,how often do you use ChatGPT or similar free AI tools for your work?3329%22%27%9%13%Expert speakAlan BerksonFounderIntelligist Group“The biggest hurdle with AI is simple:trust.As the survey shows,the

65、consumerization of AI technology is creating broader use,with over 70%of non-IT employees using ChatGPT in some form or another for work.Thats the good news AND bad news.The survey also shows 75%of employees dont trust AI-driven IT systems to make autonomous decisions without human oversight.STATE O

66、F AI IN IT 202534We asked end-user respondents what they used free AI tools for.The most common AI tool use cases were?Content summarization(23%?Creative ideation or problem-solving(23%?Content creation or editing(21%?Data analysis and synthesizing insights(20%).End-user AI UsesWhat do you use the f

67、ree AI tools for?Content summarizationCreative ideation or problem solvingContent creation or editingData analysis and synthesizing insightsPlanning projects or eventsStrategic decision makingMarket researchCode generation or testingSTATE OF AI IN IT 20250%5%10%15%20%25%3523%23%21%20%16%13%12%11%AI

68、Use Perspective44%of survey respondents werent concerned about their organizations using AI.When the Dont know and Were not using AI responses are removed,this is 60%.30%were concerned,though,split across?Using AI too liberally(12%?The use of AI is limited(14%?Its hindering and not helping(4%).When

69、the Dont know and Were not using AI responses are removed,this is 40%.STATE OF AI IN IT 2025Are you concerned about how your organization is using AI?No,Im not concernedWere not using AIYes,because the use of AI is limitedYes,because were using it too liberallyDont knowYes,because its hindering and

70、not helping3644%4%9%14%12%17%STATE OF AI IN IT 2025Do you trust AI to make autonomous decisions without human oversight?NoYesIt dependsDont know3744%44%7%18%31%This was a new question for end-users.31%of survey respondents trusted AI-driven IT systems to make autonomous decisions without human overs

71、ight versus 44%who didnt.When the Dont know and It depends responses are removed,this is 41%and 59%.Trust in Autonomous AIChange in AI TrustWe asked the survey participants whether they trusted AI-enabled systems more or less,compared to 12 months ago.64%of the end-user respondents trusted AI more t

72、han they did 12 months ago,while 36%trust it less than they did last year.STATE OF AI IN IT 2025Compared to 12 months ago,has your trust in AI increased or reduced?IncreasedReduced3864%36%The top areas for AI not to enter are?Ethical and legal decision-making(29%?People management(27%)The?first two

73、match the IT survey selections,although with lower percentages.Plus,35%think that AI will eventually be used in all business areas(the same percentage as the IT survey).AI No-go AreasWhich areas of the business would you like AI to not enter?Ethical and legal decision-makingPeople and performance ma

74、nagementHandling customer dataCustomer relationship managementHandling sensitive business data or intellectual propertyQuality control and accountabilityHigh-level strategic planningI think AI will eventually be used in all areasSTATE OF AI IN IT 20250%10%5%15%30%25%20%35%40%3935%29%27%25%25%24%20%2

75、0%STATE OF AI IN IT 202540When we sliced and diced the survey data,we found some interesting correlations.These three stood out:Some business functions were more likely to contact IT support than others.However,the level of respondents who stated that theyre not concerned about AI use is very simila

76、r no matter the level of IT support use.There was a strong correlation between the respondents who used ChatGPT and other free AI tools and if their IT team was using AI for support.Conversely,those respondents without corporate AI use were less likely to use ChatGPT and other free AI tools for thei

77、r work.Theres a correlation between existing AI use and the view of AI use.For example,Customer Support or Success had least encountered AI for IT support and was most adverse to its use.Design was most engaged with AI use for IT support and was the highest scorer for AI being helpful.3 Interesting

78、User CorrelationsVijay RayapatiCEOAtomicwork“Enterprise IT teams have always been capacity-constrained to meet business demands.AI can now unlock new capacity by automating routine tasks,allowing IT to focus on higher-value work.However,IT leaders must guide their organizations through the critical

79、phase of education to realize AIs full potential.Its no longer about prototypesits time to drive real productivity.STATE OF AI IN IT 202541Appendix 1IT Professional DemographicsEuropeMiddle East,Turkey,and AfricaSouth AmericaNorth AmericaAsiaAustralia and New ZealandSTATE OF AI IN IT 202536%10%6%33%

80、10%5%42Appendix 1continuedIT Professional DemographicsCXOTeam Manager/Team LeadConsultantVP/Director/Head of DepartmentTeam MemberOtherSTATE OF AI IN IT 20254%30%16%24%21%5%43STATE OF AI IN IT 2025IndustryBanking and Finance9%8%6%3%7%16%18%2%7%10%4%10%Business Consulting and ServicesEducationEnergy

81、and UtilityHealthcareInformation Technology Non-softwareInformation Technology SoftwareLogistics and MobilityManufacturingPublic SectorRetail and eCommerceOtherPercentage44Appendix 1continuedIT Professional DemographicsAppendix 2End-userDemographicsSTATE OF AI IN IT 2025Sales27%Customer Support or S

82、uccess26%FinanceHuman ResourcesProduct Management13%10%9%EngineeringMarketingDesign5%7%3%45STATE OF AI IN IT 2025Atomicwork is an agentic service management solution that empowers IT teams to automate employee support,IT service management,and enterprise work?flows.They leverage AI to help businesse

83、s operate faster and scale more efficiently.About AtomicworkAbout ITILAbout ITSM.toolsTrusted by 82%of Fortune 500 companies and 800 government departments around the world,ITIL is the most widely used global framework of best practices for successful digital products and service management.ITIL.The

84、 Language of Growth.ITSM.tools is an ITSM-focused website and service offering independent industry analysis,advisory,content,and consultancy.Content ranges from ITSM tool reviews,blogs,and industry news,to ITSM and ITIL tips and best practices.46STATE OF AI IN IT 202547 Thank You.Youve reached this far!We have a gift for you2025 EditionState of AIITinA R E P O R T B Y