State of AI in IT Report

Get a snapshot of AI adoption. Learn what your peers are doing, optimistic, and cautious about.

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🤝 In collaboration with ITSM.tools

WHAT'S INSIDE

Benchmark the AI adoption of your IT team

Leverage the data from this report to inform your strategy and investments in 2024.

Compare your AI progress to other organizations

Potential applications, priorities, and concerns

Business perspective on AI, IT, and AI in IT

65%

IT respondents said their organizations had started investing in AI for IT.

42%

IT respondents feel that customer data security is the biggest barrier to AI adoption.

26%

Only a quarter of the end-user respondents were happy with their IT support team.

75%

End-users stated that they're already using free AI tools like ChatGPT for their work.

Lead Author

Stephen Mann

Founder, ITSM.tools

Roy Atkinson

CEO,
Clifton Butterfield

James Finister

AI Ethicist

John Custy

ITSM Consultant,
JPC Group

Syachfri Tjhia

Head of IT,
Catalyst Education

Alan Berkson

Founder,
Intelligist Group

Phyllis Drucker

Service Management
Thought Leader

Doug Tedder

Principal,
Tedder Consulting