ManageEngine report reveals split in AI adoption among UK IT pros

ManageEngine has unveiled new research in collaboration with the Service Desk Institute revealing a split in the education, exposure, and maturity of AI implementation among IT professionals.

The report, "The State of Artificial Intelligence in ITSM 2024 and beyond," surveyed 150 UK IT professionals and highlighted differing perspectives on the use and benefits of AI.

According to the survey, 22% of respondents use AI tools daily, but 32% either use them rarely or not at all. Opinions on productivity improvements are also mixed, with half believing AI will enhance productivity, while 21% remain unconvinced of any significant impact.

Cost reduction appears to be a primary motivator for AI adoption, with 81% using AI to streamline processes and reduce expenses. At the same time, 71% are engaged in research or piloting AI for IT support and service management operations. Kumaravel Ramakrishnan, the director of marketing for ITSM at ManageEngine, stated, "The survey reveals two primary motivators of AI adoption in IT: The first motivator for AI adoption is to streamline processes and reduce costs (81%), while the second is spurring innovation (67%) to differentiate from competition."

Ramakrishnan further explained, "Streamlining processes and reducing costs is more successful in driving adoption because achieving strategic use cases requires advanced knowledge of GenAI, a clear AI strategy and the right skilled workforce to build out or integrate these solutions. The current AI offerings in the market lower the barrier to adopting AI to automate basic service desk tasks, while strategic AI use cases are yet to be commoditised."

The report also uncovered significant challenges in adopting AI, notably a lack of skills and expertise, budget constraints, and the absence of a clear AI strategy. Specifically, 38% cited a lack of GenAI expertise, 29% cited budget constraints, and 28% highlighted the absence of a strategic AI plan.

Concerningly, the report highlights potential risks due to insufficient AI-specific knowledge amongst IT professionals. Nearly half (48%) have limited understanding of compliance and legal issues related to AI, and 46% have limited understanding of AI risk and security measures. Additionally, 25% of organisations do not have governance frameworks in place for AI implementation. Despite this, 65% believe their organisation understands the risks associated with AI, which might explain why only 4% reported full-scale AI adoption.

David Wright, chief value and innovation officer at SDI, commented on the findings, "Adapting to AI is not just a technological challenge but a cultural shift within ITSM. This research serves as a wake-up call for ITSM professionals and organizations to prepare for a future where AI is a fundamental part of our service delivery toolkit. The successful integration of AI into ITSM hinges on our ability to synchronise technology with our most valuable asset - our people. The future will favour organisations that understand this balance, transforming their operations to not only include AI but also enhance the capabilities and happiness of their human workforce."

The survey conducted with over 150 UK CIOs, IT directors, and service desk managers provides a comprehensive overview of current thinking and actions regarding AI in ITSM within their organisations.