AI Was Meant to Simplify IT Service Management: New Research Shows It's Creating Bigger Workloads for Teams
ITPro, Wednesday, August 19th, 2026
A survey finds ITSM teams save time on some tasks while work piles up elsewhere, so net workload rises.
ITPro reports on new survey research into AI in IT service management. The research finds AI in ITSM departments may be delivering a reasonable return on investment but is not yet making life easier for IT professionals.
Teams save time on some tasks while work accumulates in other areas.
The net effect is a larger workload rather than a smaller one. The article examines where the displaced work goes and why the savings do not net out.