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Main findings from the report
AI adoption is now universal and no longer optional
This year's data reveals a fundamental shift in AI maturity. Organizations are moving beyond experimentation into enterprise-wide implementation.
One in 5 organizations say they have fully embedded AI across all service management teams, from IT and HR to Finance and beyond.
Two-thirds of IT professionals report positive ROI from their AI investments
There is a notable year-on-year rise in the percentage of IT professionals who say their AI investments are seeing positive ROI.
Last year, only 24% reported positive ROI and 35% said it was too early to tell. The 2026 findings underscore greater confidence and trust in AI systems.
Data analysis is the top area where IT teams are seeing the greatest impact
With accelerating AI adoption, about 82% of IT professionals assert that they’re seeing real value from their AI investments.
From accelerated decision-making to improved workflow automation and knowledge management, AI’s impact is seen across the entire IT operations.
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