As enterprises continue their rapid digital evolution, the role of IT service management (ITSM) is shifting from routine ticket handling to a core function driving operational excellence. A new report from SolarWinds reveals just how profoundly generative AI (GenAI) is accelerating this transformation—cutting incident resolution times by nearly 30 percent and redefining what efficiency means for IT teams.
The SolarWinds 2025 ITSM Report, based on over 2,000 ITSM systems and 60,000 data points, draws a clear line between organizations leveraging GenAI and those that are not. GenAI-enabled teams resolve incidents in an average of 22.55 hours, compared to 32.46 hours for non-adopters—saving nearly 10 hours per incident. The technology not only automates ticket responses and incident summaries but also generates knowledge recommendations, allowing teams to act faster and smarter.
“By leveraging GenAI, ITSM teams can reclaim time and resources once spent on routine tasks—transforming IT from a support function into a proactive driver of growth.”
— Lauren Okruch, Senior Manager for ITSM, SolarWinds
For enterprises, this time saving is not just a performance metric—it translates into real business value. According to the report, GenAI-enabled organizations collectively reclaimed more than 323,000 hours between August 2024 and July 2025, freeing IT staff to focus on innovation, automation, and digital transformation initiatives.
Lauren Okruch of SolarWinds emphasizes that the shift toward AI-driven ITSM is not optional anymore—it’s strategic. “Embracing technologies like GenAI isn’t just about efficiency,” she notes. “It’s a strategic imperative for organizations aiming to innovate and transform.”
SolarWinds continues to expand its AI-powered ITSM capabilities through its Service Desk Premier Plan, which includes automation workflows, AI-driven suggestions, and virtual agent integrations with Slack and Microsoft Teams.
As GenAI continues to embed itself into IT operations, the message from SolarWinds is clear: the future of ITSM lies in intelligent automation—where speed, accuracy, and innovation converge to deliver true business impact.
