Introduction to SolarWinds’ Findings
In a significant development for the Information Technology Service Management (ITSM) sector, a new report from SolarWinds, a prominent provider of IT management software, demonstrates the profound impact of generative AI (GenAI) on incident response times. Released on October 21, 2025, the 2025 ITSM Report provides a comprehensive analysis of over 2,000 ITSM systems and more than 60,000 anonymized customer data points. The findings illustrate a stark contrast between organizations that have integrated GenAI into their operations and those that have not.
Transforming ITSM Operations with GenAI
The report indicates a dramatic shift in how IT teams approach their workflows, moving from mere experimentation with automation to actively incorporating GenAI into their processes. This evolution is transforming traditional methods of diagnosing issues and resolving incidents, ultimately enhancing the overall service delivery experience. As GenAI becomes increasingly embedded in daily operations, organizations are unlocking new performance enhancements that reflect a broader evolution in IT service management.
Analysis of the data reveals that companies utilizing GenAI have achieved notable improvements in incident resolution times. For instance, before implementing GenAI, the average resolution time stood at 27.42 hours. After enabling GenAI, this figure dropped to 22.55 hours, showcasing an impressive reduction of approximately 17.8 percent. In contrast, organizations that have not yet adopted GenAI recorded an average incident resolution time of 32.46 hours, further underscoring the advantages of early adoption.
Efficiency Gains and Strategic Focus
The report underscores how the adoption of GenAI is enabling IT teams to reclaim valuable hours previously spent on routine tasks. This newfound efficiency allows organizations to redirect their resources toward strategic initiatives, effectively transforming time savings into measurable return on investment (ROI). Data compiled from incidents logged between August 1, 2024, and July 31, 2025, shows that GenAI-enabled organizations collectively saved 323,343 hours post-implementation.
According to Lauren Okruch, Senior Manager for ITSM at SolarWinds, leveraging GenAI empowers ITSM teams to focus on high-value activities that contribute to overall business success. Okruch emphasized that embracing such technologies is not merely about enhancing efficiency; it is a strategic necessity for organizations seeking to innovate and adapt in a rapidly changing landscape.
SolarWinds’ Commitment to ITSM Innovation
SolarWinds remains dedicated to equipping ITSM teams with advanced AI tools and innovative solutions designed to enhance operational efficiency and improve user experiences. Recent announcements, including the introduction of an AI agent on October 8, highlight the company’s commitment to providing robust solutions for ITSM customers. The SolarWinds Service Desk Premier Plan features a variety of enhancements such as automation workflows, AI-powered suggestions, and virtual agent integration with platforms like Slack and Microsoft Teams.
Organizations looking to elevate their ITSM functions and drive ROI through time-saving approaches can explore how SolarWinds supports IT teams at their official website. For a deeper insight into the full findings of the 2025 State of ITSM Report, interested parties can refer to the dedicated page on the SolarWinds site.
In conclusion, the integration of generative AI into ITSM operations marks a pivotal shift in the field, offering organizations the potential for significant efficiency gains and enhanced service delivery that can drive overall business success. As the industry continues to evolve, the role of GenAI will likely expand, further shaping the future of IT service management.
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