AI Adoption Accelerates Across IT
Atomicwork, a leading AI‑native ITSM platform, has released the third edition of its annual State of AI in IT report, in collaboration with industry analysts ITSM.tools. The report reveals that AI adoption in IT has transitioned from early experimentation to delivering measurable business value.
Scale of Adoption
According to the report, 98% of organizations are now using or piloting AI initiatives, marking the highest adoption rate since the study began two years ago. AI is increasingly integrated into core IT workflows, with three out of four IT professionals utilizing AI for at least one service management function. Additionally, 20% of organizations have fully implemented AI across all service teams, including IT, HR, Finance, and Facilities.
Realized Business Value
The data highlights a significant rise in realized value from AI investments. 82% of IT professionals report benefits from AI, and 67% see positive ROI. The report identifies a reinforcing cycle where trust in AI leads to more intentional investments, which drive better outcomes and further strengthen trust.
CEO Perspective
“AI is no longer just a proof of concept but is delivering measurable business value,” says Vijay Rayapati, CEO of Atomicwork. “IT organizations embracing AI are unlocking new levels of productivity, reducing operational bottlenecks, and improving employee experiences.”
Core Correlations Shaping the AI Landscape
The analysis identified three core correlations:
- AI maturity ↔ ROI: Advanced organizations are more likely to see value.
- ROI ↔ Trust: Organizations that measure outcomes report the highest confidence in AI.
- Initiative origin ↔ Success: AI projects led by IT leadership achieve the highest success rates, while bottom‑up efforts often struggle due to limited cross‑functional alignment.
Analyst Insight
Stephen Mann, Principal Analyst at ITSM.tools and co‑author of the report, emphasized the importance of starting AI initiatives with IT leadership to ensure scalability and organizational alignment.
Remaining Barriers
Despite progress, respondents cited several challenges:
- Data privacy and security risks
- High implementation costs
- Inaccurate or biased outputs
Notably, governance and compliance concerns—top of the list last year—have dropped out of the top three, indicating growing maturity in responsible AI adoption.
Conclusion
After three years of research, the report concludes that AI in IT has crossed its inflection point. Organizations are now focusing on how to maximize business impact with AI, rather than simply exploring its potential.
