India, Oct. 23 -- SolarWinds has published its 2025 IT Service Management (ITSM) Report, which distinguishes between ITSM systems that incorporate generative AI (GenAI) and those that do not. The report is based on an analysis of over 2,000 ITSM systems and more than 60,000 aggregated, anonymised customer data points.

Over the past year, IT teams have shifted from experimenting with automation to actively integrating GenAI into their workflows, changing how they diagnose issues, resolve incidents, and deliver services. What initially served as a tool for improving efficiency is now influencing team structures and reshaping the overall ITSM experience. As GenAI becomes embedded in daily operations, organisations are identifying new perfor...