AI in ITSM and ESM: Drivers, barriers, and ROI

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A Foundry CIO survey of technology leaders shows that AI adoption in IT and enterprise service management (ITSM and ESM) is accelerating as organizations navigate challenges and uncover what drives successful outcomes.

Key findings include:

  • AI adoption has become mainstream, with 90% of organizations piloting or deploying AI in production.
  • Most organizations are realizing value, with 91% reporting measurable ROI and 26% citing significant returns.
  • Trust is growing, with 75% of leaders expressing confidence in AI today.
  • A lack of AI expertise and low-quality data remain the top barriers to adoption.
  • Early adopters report that high-quality data and employee upskilling are critical success factors for achieving strong AI outcomes.
Survey results showing 91% of respondents report positive AI ROI (26% significant, 53% moderate, 12% small); 6% no ROI yet, 3% too early to tell. Source: Foundry.
91% of organizations using or piloting AI for ITSM/ESM are already seeing ROI.