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.