IT leaders are no longer just troubleshooting systems. They’re building the blueprint for how work gets done—driving operations, productivity, and employee experience across HR, finance, legal, and facilities.
Our research revealed that, fueled by AI, ITSM now powers every critical workflow—from onboarding to data governance—and spends 72% of their time beyond traditional IT duties. This demands not just tech skills, but governance, integration, and scalable service delivery.
The impact is clear: 86% of IT leaders say their work directly boosts employee productivity, influencing retention, engagement, and customer satisfaction.
No longer behind the scenes, ITSM is a strategic driver of agility and competitive edge. Investing in AI-driven IT service models today means leading tomorrow.
Inside the playbook
You’ll uncover:
A practical, 5-step game plan to deploy AI that boosts resolution speed, employee satisfaction, and IT team efficiency.
The experience-driven metrics top IT leaders are monitoring—and how to translate them into real business impact.
A blueprint for unifying service across departments so IT, HR, finance, and more can deliver consistent, high-quality support at scale.
