Generative AI Slashes IT Incident Resolution Times by Nearly 18%, New Industry Data Reveals

AI Revolutionizing IT Service Management

Generative artificial intelligence is delivering substantial performance improvements for IT organizations, with new data showing significant reductions in incident resolution times across service desk operations. According to the State of ITSM Report 2025 from SolarWinds, IT teams implementing genAI technologies are achieving measurable efficiency gains that are transforming service delivery.

AI Revolutionizing IT Service Management
Quantifiable Impact on Incident Resolution
Strategic Shift in IT Resource Allocation
Broader Implications for IT Organizations
Industry Validation and Future Outlook

Quantifiable Impact on Incident Resolution

The comprehensive analysis, which examined anonymized data from more than 2,000 ITSM systems and over 60,000 aggregated data points logged between August 2024 and July 2025, reveals striking results. Organizations that integrated generative AI into their service desk workflows reduced average incident resolution times by 17.8%, the report states. This translates to saving approximately 4.87 hours per ticket on average, representing a substantial improvement in operational efficiency.

Strategic Shift in IT Resource Allocation

Industry analysts suggest these time savings are enabling a fundamental transformation in how IT departments allocate their resources and expertise. “By leveraging GenAI, ITSM teams can reclaim time and resources once spent on routine tasks, enabling them to focus on strategic initiatives that drive real business value,” said Lauren Okruch, Senior Manager for ITSM at SolarWinds, in an official statement included in the report.

The findings indicate that the impact extends beyond mere operational metrics. Sources familiar with the analysis suggest that the technology is helping transform IT from a traditional support function into a more strategic, proactive driver of organizational growth and innovation.

Broader Implications for IT Organizations

The report positions generative AI adoption as a strategic imperative rather than merely an efficiency tool. According to the analysis, organizations that embrace these technologies are better positioned to innovate, adapt to changing business requirements, and maintain competitive advantages in increasingly digital business environments.

Key benefits identified in the research include:

Accelerated problem-solving through AI-assisted troubleshooting and solution recommendations
Enhanced resource utilization by reducing time spent on repetitive service desk tasks
Improved service quality through more consistent and accurate incident resolution
Strategic reorientation of IT talent toward value-creating initiatives

Industry Validation and Future Outlook

The SolarWinds findings, reportedly corroborated by industry observations, suggest that generative AI’s role in information technology operations will continue to expand. As organizations seek to optimize their IT service management functions, analysts suggest that AI-powered solutions are becoming increasingly essential components of modern IT infrastructure and service delivery models.

The data indicates that the nearly 18% improvement in resolution times represents just the beginning of AI’s potential impact on IT service management, with further advancements expected as the technology matures and organizations refine their implementation strategies.