AI Hype in ITSM: High Potential, High Workload for IT Teams, New Data Reveals

The first part of this year’s OTRS Spotlight: IT Service Management shows: Nearly 3 times as many U.S. IT teams as last year want to introduce AI to make ITSM processes more efficient. The biggest hurdles: Regulatory pressure and software limitations.
  • OTRS Survey: Nearly three times as many IT teams as last year want to introduce AI to make ITSM processes more efficient
  • Torn: 49 percent see more potential in Artificial Intelligence; 49 percent in automation
  • Regulatory pressure, software limitations and training needs intensifying

Cupertino, Calif., May 16, 2024 – The hype surrounding Artificial Intelligence (AI) has gained a foothold in IT service management (ITSM) with new data revealing that nearly three times as many U.S. IT teams are looking to introduce AI in the next twelve months for greater efficiency in ITSM processes compared with those last year (2023: 24 percent; 2024: 67 percent). While they disagree on whether there is more potential for process optimization in automating business processes or in AI (49 and 50 percent, respectively), almost all of them rate the importance of AI for success in ITSM as ‘rather important’ (38 percent) or ‘very important’ (55 percent).

As the first part of the latest ‘OTRS Spotlight: IT Service Management 2024’ study shows, this is more than just a hype: the majority of those already using AI tools or services had been able to improve many of their key performance indicators as a result.

However, in addition to the many new opportunities to optimize ITSM in their organization, AI is also putting pressure on IT teams. 56 percent of respondents said they were trying to balance their focus on both business process automation and AI. This requires not only additional financial, but also human and technical resources.

For the study, the software company OTRS Group surveyed 600 IT managers and employees internationally, 100 of them in the U.S.

Regulatory requirements are increasing

The survey showed that regulations, compliance, and governance are making life increasingly difficult for IT teams. According to 29 percent of respondents, these restrictions ranked as the biggest challenge to improving their organization’s ITSM. Last year, this aspect was ranked much lower – 8th place – with budget constraints and lack of staff being the biggest concern that year.

Software limitations and employee training needs slow down AI and automation initiatives

Another major challenge IT teams in the U.S. struggle with when it comes to driving both automation and AI initiatives in their organization is restrictions due to software limitations (26 percent). Also notable is the increase in the proportion of respondents who want to train employees in the next year (58 percent) to improve ITSM in their organization. This is more than double what it was in 2023 (25 percent).

The lack of skills is reflected in the fact that, although 88 percent of respondents said they were already using AI tools and services in their IT department, almost half of them (41 percent) acknowledging that they are still figuring out how to use them.

A similar picture emerged for the automation of business processes. Although the vast majority also consider this to be ‘rather important’ (46 percent) or ‘very important’ (52 percent) for the success of an organization, just under half (47 percent) currently have the necessary expertise to use their purchased tools productively. A further 37 percent have also already purchased tools for business process automation but are still figuring out how to use them.

AI and automation in ITSM improve efficiency and KPIs

Despite all the obstacles: The added value of AI and automation for ITSM and the company’s success in general is beyond question for U.S. IT teams. For them, the biggest advantages of automating business processes are more efficiency (61 percent) and higher quality (53 percent).

For most of those who already use AI tools and services, it has had a positive impact on achieving their ITSM goals. They see the greatest effect in service availability. As many as 83 percent report an improvement here since they began using AI. This is closely followed by resolution time (80 percent), number of new knowledge articles (74 percent) and completion rate (74 percent).

“Not least due to the rapid rise of generative AI, IT is becoming an increasingly integral and a success-critical component of every company. However, it is also becoming increasingly complex – and with it the work of IT teams,” highlights Andreas Bender, Vice President Consulting of OTRS Group. “Not only do they have to keep up with new technologies and tools and train themselves accordingly. They are also constantly confronted with new regulatory requirements. Managers are therefore required to support their teams with the necessary resources for all these challenges: Be it through additional staff, training, financial resources, software, or external support. Only then can IT teams integrate automation and AI into their operations and the entire company in a way that adds value.”

<< ENDS >>

About the ‘OTRS Spotlight: IT Service Management 2024’ Study

The data used is based on an online survey conducted by Pollfish Inc. on behalf of OTRS AG, in which 600 employees in IT (service) management or IT support in Germany, the United States of America, Brazil, Mexico, Singapore, Malaysia and Hungary participated between April 4, 2024, and May 2, 2024.

Additional results of the first part of the study are available for download as an infographic here.


About OTRS Group

OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS. It offers companies industry-independent software solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solution STORM ensures efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.

Among its customers are Lufthansa, Porsche, BSI (Federal Office for Security in Information Technology), Helios Kliniken, Haribo, Ameropa und TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange.

For more information, see

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Laura Bug
Phone +49 6172 681988-32

Share the Article