---
title: "New SolarWinds Research Reveals the Gap Between AI Potential and Payoff in IT Service Management"
type: "News"
locale: "en"
url: "https://longbridge.com/en/news/296220995.md"
description: "SolarWinds' 2026 State of ITSM Report reveals a gap between AI's potential and actual payoff. While 84% of IT professionals report AI meeting ROI expectations, only 7% say costs matched plans. Despite saving hours on tasks, 52% see increased workloads due to managing AI tools. Most teams remain reactive rather than proactive, highlighting a need for better infrastructure, data quality, and intentional implementation strategies to realize true value."
datetime: "2026-08-18T11:08:56.000Z"
locales:
  - [zh-CN](https://longbridge.com/zh-CN/news/296220995.md)
  - [en](https://longbridge.com/en/news/296220995.md)
  - [zh-HK](https://longbridge.com/zh-HK/news/296220995.md)
generator: "portal-rs"
---

# New SolarWinds Research Reveals the Gap Between AI Potential and Payoff in IT Service Management

In Austin, Texas, the renowned provider of observability and IT management software, SolarWinds, unveiled its 2026 State of ITSM Report. This report delves into the utilization of AI by IT teams in their ITSM operations. Based on a global survey of IT professionals, the report brings to light an emerging paradox. While AI is effectively delivering ROI in IT service management, it is not yet alleviating the burdens for the majority of teams. This signifies a significant trend in the industry.

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> **Disclaimer: This article is for reference only and does not constitute any investment advice.**