5 Findings from the 2026 State of ITSM Report for Service Desk Leaders

The 2026 State of ITSM Report reveals that while AI provides significant time savings for specific tasks, it often increases overall workloads due to the necessary human oversight and continuous maintenance required. To move beyond basic adoption toward meaningful ROI, service desk leaders must shift their focus from tracking AI activity to measuring business outcomes like SLA compliance and resolution times. Ultimately, success depends on building the organizational discipline and data foundations needed to integrate AI into core workflows effectively.