Report: The State of AI in ITSM 2025

Explore the findings from the 2025 State of AI in ITSM Report, a global study conducted by HCLSoftware in partnership with ITSM.tools. Based on insights from 186 ITSM professionals, this report highlights how AI and Agentic AI are being applied across real-world service environments.

You’ll gain a clear view of where organizations stand today, what results they’re seeing, and what’s holding others back.

Inside the report:

• AI adoption benchmarks across regions and organization sizes
• Key benefits reported by ITSM teams
• Use cases for Agentic AI, automation, and virtual agents
• Barriers to success and how leaders are overcoming them

Download the report to benchmark your organization and refine your AI strategy for ITSM.