Generative AI Slashes IT Incident Resolution Times by Nearly 20%, New Data Reveals

Transformative Impact on IT Service Management

Groundbreaking research from SolarWinds’ comprehensive State of ITSM Report 2025 demonstrates that generative artificial intelligence is revolutionizing how IT teams handle service incidents. The data reveals substantial improvements in operational efficiency that are reshaping IT service delivery across organizations worldwide.

Transformative Impact on IT Service Management
Quantifiable Efficiency Gains
Strategic Implications for IT Organizations
The Future of AI in IT Service Management
Methodology and Data Reliability

Quantifiable Efficiency Gains

According to the extensive study, which analyzed anonymized data from more than 2,000 ITSM systems and over 60,000 aggregated data points, organizations implementing generative AI in their service desk workflows achieved remarkable results. The most significant finding shows a 17.8% reduction in average incident resolution times, translating to nearly five hours saved per ticket – specifically 4.87 hours on average.

This substantial time saving represents more than just faster ticket closure. It indicates a fundamental shift in how IT teams can allocate their expertise and resources, moving from reactive problem-solving to proactive value creation., according to industry analysis

Strategic Implications for IT Organizations

Lauren Okruch, Senior Manager for ITSM at SolarWinds, emphasized the broader organizational impact in a statement: “By leveraging GenAI, ITSM teams can reclaim time and resources once spent on routine tasks, enabling them to focus on strategic initiatives that drive real business value.”, according to expert analysis

The report suggests that the benefits extend beyond mere operational metrics. Organizations adopting generative AI are positioned to transform their IT departments from traditional support functions into strategic partners that actively contribute to business growth and innovation.

The Future of AI in IT Service Management

Looking forward, the integration of generative AI appears to be becoming essential rather than optional for competitive organizations. The technology enables IT teams to:

Automate routine troubleshooting and documentation
Provide instant knowledge base access and recommendations
Predict potential issues before they impact users
Free up skilled technicians for complex problem-solving

As Okruch notes, “Embracing technologies like genAI isn’t just about efficiency – it’s a strategic imperative for organizations aiming to innovate, stay ahead of change, and transform IT from a support function into a proactive driver of growth.”

Methodology and Data Reliability

The findings are based on comprehensive data collected between August 2024 and July 2025, providing a robust, real-world assessment of generative AI’s impact on IT service management. The scale of the study – encompassing thousands of systems and tens of thousands of data points – lends significant credibility to the reported, additional insights, efficiency gains.

For organizations considering AI implementation, these results offer compelling evidence that the technology can deliver measurable improvements in service delivery while enabling IT teams to contribute more strategically to organizational objectives.