SolarWinds, a provider of secure observability and IT management software, has announced the release of its 2025 ITSM Report. The report highlights a clear distinction between IT Service Management (ITSM) systems that leverage generative AI (GenAI) and those that do not.

According to SolarWinds, the study analyzed more than 2,000 ITSM systems and over 60,000 aggregated and anonymized customer data points. The findings revealed that IT teams have shifted from experimenting with automation to actively integrating GenAI into workflows. This shift is transforming how they diagnose issues, resolve incidents, and deliver services.

SolarWinds reported that organizations using GenAI in ITSM significantly reduced incident resolution times. Analysts compared resolution speeds before and after GenAI enablement, noting:
• Average resolution time before GenAI: 27.42 hours
• After GenAI enablement: 22.55 hours
• Average time saved per incident: 4.87 hours
• Relative reduction: 17.8%

The report also revealed that non-GenAI customers had longer average incident resolution times of 32.46 hours, compared to 22.55 hours for GenAI adopters, a 30.5% improvement.

SolarWinds stated that GenAI adopters represent more innovation-driven ITSM operations, often embracing self-service, automation, and knowledge management. This trend reflects a broader cultural readiness for digital transformation.

The report showed that from August 1, 2024, to July 31, 2025, GenAI-enabled organizations collectively saved 323,343 hours through improved efficiency.

“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.

She added that adopting GenAI is no longer just about efficiency but a strategic necessity for organizations seeking to innovate and transform IT into a proactive growth driver.

SolarWinds reaffirmed its commitment to equipping ITSM teams with AI tools and solutions that enhance performance and user experience. The company also announced the SolarWinds AI agent and other innovations on October 8.

The SolarWinds Service Desk Premier Plan includes:
• Automation workflows and runbooks
• AI-powered suggestions and deflection tools
• Enhanced reporting and customization options
• Virtual Agent integration with Slack and Microsoft Teams

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