Unlocking AI's Potential: Insights from Atomicwork's 2025 Report

Atomicwork's Annual Report on AI in IT: Key Insights for 2025

Atomicwork, known as a leading agentic service management platform, has unveiled its second edition of the annual State of AI in IT report. This comprehensive document dives into how organizations are increasingly leveraging artificial intelligence (AI) within IT service management (ITSM) and beyond. By focusing on the experiences of over 300 IT professionals and 700 end-users, the report aims to illuminate the significant potential and returns on investment associated with AI.

The Growth of AI in IT Service Management

The evolution of AI technology over the past year has showcased remarkable improvements in the IT service management sector. Notable advancements in data analysis and the integration of end-user assistants are among the areas where AI's influence has become increasingly evident. As we look ahead to 2025, enterprises anticipate several key benefits from adopting AI, which include:

• Optimizing operational efficiencies and curtailing costs.
• Enhancing employee productivity through streamlined processes.
• Elevating the overall user experience by providing faster and more accurate service.

The findings indicate that while many enterprises began investing in AI in 2024, a deeper understanding of the strategic implementation is crucial for actualizing expected cost benefits.

Insights from Industry Leaders

The report reflects feedback from various CIOs interviewed, including Gopalratnam VC, Executive Vice President and Global CIO at Philips. Gopalratnam highlighted generative AI's potential as a transformative technology, emphasizing the need for a careful approach to its deployment to achieve a balance between value and cost.

Vijay Rayapati, the CEO of Atomicwork, shared insights on the challenges faced by IT teams, indicating that AI can significantly enhance capacity by automating routine tasks, thus allowing teams to focus on higher-value work. With this transition, educating organizational staff on AI’s capabilities is paramount to harnessing its full benefits.

Understanding End-User Experiences

Interestingly, the report revealed that despite advancements in AI, only 32% of end-users felt satisfied with the IT support they received. Notable expectations for improvement include:

• Confirming the resolution of issues before closing tickets.
• Providing regular updates on the status of their inquiries.
• Offering round-the-clock support services.

These insights illustrate the necessity for IT organizations to align their strategies for 2025 with user expectations to enhance engagement and satisfaction.

AI's Varied ROI Based on Investment Sources

A highly discussed aspect of the report is the variance in return on investment (ROI) for AI based on where funding and resources are allocated. Initiatives led by IT departments have consistently demonstrated a higher success rate compared to those initiated by C-suite executives. This finding underscores the vital role that IT teams play in effectively implementing AI solutions.

Additional findings highlight that:

• A trust-based approach toward AI fosters a positive feedback loop resulting in enhanced investment and returns.
• While North American organizations have taken the lead with positive AI ROI, European organizations have seen mixed results.
• Industries such as Energy and Utilities reported no instances of negative ROI from AI implementations.

Strategic Approaches for AI Implementation

The key takeaway from the 2025 report is clear: while the potential benefits of AI in IT are immense, realizing these advantages requires a thoughtful and strategic approach, ongoing adaptation, and precedence for robust implementation.

For professionals keen on maximizing their AI implementations within IT, Atomicwork's detailed report offers valuable insights and a blueprint for success.

About Atomicwork

Atomicwork is recognized as the leading agentic service management solution that empowers IT teams to automate employee support and improve IT service management efficiencies. Its AI-driven platform seamlessly integrates with existing organizational tools, enhancing operational performances and enabling businesses to scale effectively.

Frequently Asked Questions

What is the primary focus of Atomicwork's 2025 AI in IT report?

The report focuses on how organizations leverage AI within IT service management and analyzes the anticipated returns on investment.

How has AI in IT service management evolved from 2024 to 2025?

AI's presence in ITSM has significantly increased, with optimizations in operations, productivity, and user experience being key focuses.

What improvements do IT end-users seek in their support experiences?

End-users are looking for confirmation of issue resolution, regular updates, and 24/7 support as key improvements in IT support services.

Why is ROI a critical aspect mentioned in the report?

ROI is essential as it helps organizations validate their investments in transformative AI technologies and strategize improvements.

What lessons can IT leaders learn from the report?

IT leaders can understand the importance of strategic alignment, robust implementation, and ongoing adaptation to fully harness the power of AI in their operations.

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