As CIOs invest in AI to transform for service management, they face pressure to demonstrate tangible ROI for every initiative. In fact, AI investment levels correlate directly with ROI. According to our State of AI in IT 2025 report, 71% of organizations who see positive AI ROI were those who invested at least 10% of their IT budget into AI initiatives. The report also found a positive correlation between AI trust and AI success.
Which makes it all the more important for businesses to agree with stakeholders upfront on which metrics define “success” and ensure they capture and communicate them efficiently to build their trust for future funding.
of teams that spent > 10 % of their IT budget on AI reported positive ROI. - Atomicwork’s State of AI in IT 2025 report
Here’s a five-pronged approach to start charting out your ROI metrics with AI initiatives in service management.
ROI focus | Where AI creates value | How to measure it |
Workforce productivity & cost-efficiency |
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Employee experience & satisfaction |
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Cross-functional collaboration & transparency |
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Governance, compliance & risk mitigation |
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Agility & time-to-value |
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We were able to deploy Atomicwork and replace a number of incumbent solutions within 6 weeks. We have already seen significant improvements across ticket deflection, self service and most importantly employee experience. Moving across to the Atomicwork solution also reduced our TCO by consolidating 3 different solutions into one platform.
As AI reshapes the fabric of IT service management, forward-thinking leaders will rise by aligning people, platforms, and purpose. Transformation isn’t just about adopting new tools but it’s about flipping the switch on how service delivery works by building proactive, intelligent, and people-first systems. From rethinking workflows to redefining roles, we believe this service management toolkit equips CIOs with the frameworks, insights, and actions needed to drive meaningful change. Use this toolkit not just to adapt, but to lead with clarity, confidence, and lasting business impact in the age of AI.
