Atomicwork releases its State of AI in IT Report for 2025: North American IT Leaders see high ROI with AI adoption | PR Newswire [Video]

, /PRNewswire/ — Atomicwork, the leading agentic service management platform, today released the second edition of its annual State of AI in IT report, an in-depth analysis of how organizations are leveraging AI in IT service management (ITSM) and beyond.

The research was conducted by Atomicwork in collaboration with ITSM.tools and PeopleCert, the organization behind ITIL. The report was the result of a study involving over 300 IT professionals and 700 end-users of IT services from North American and European organizations. It also includes the views of CIOs and other IT leaders from around the globe.

The major objective is to help the IT community understand the applications of AI in IT and the return on investment (ROI) they can expect.

AI in ITSM: A Snapshot of 2024 vs. 2025

Compared to last year, AI’s presence in ITSM has grown significantly, with the top areas of impact being data analysis, end-user assistants, and knowledge management.

In 2025, the most anticipated …