TLDR: A new 2025 report from SolarWinds highlights the transformative impact of generative AI (GenAI) on IT Service Management (ITSM) operations, demonstrating a significant reduction in incident resolution times. Organizations leveraging GenAI experienced a 30.5% improvement in resolution speed compared to non-adopters, saving a cumulative 323,343 hours over the past year.
AUSTIN, Texas – October 21, 2025 – SolarWinds, a prominent provider of observability and IT management software, today unveiled its 2025 ITSM Report, detailing the profound influence of generative AI (GenAI) on IT Service Management (ITSM) teams. The comprehensive report, which analyzed over 2,000 ITSM systems and more than 60,000 aggregated and anonymized customer data points from August 1, 2024, to July 31, 2025, establishes a clear performance gap between organizations that have integrated GenAI into their operations and those that have not.
The findings indicate a significant shift in how IT teams are managing incidents, moving beyond initial experimentation with automation to actively embedding GenAI into their daily workflows. This integration is reshaping issue diagnosis, incident resolution, and overall service delivery, leading to substantial efficiency gains and a redefinition of the ITSM experience.
Key data points from the report underscore the ‘GenAI Effect’:
The average incident resolution time before GenAI enablement was 27.42 hours.
Following GenAI enablement, the average resolution time dropped to 22.55 hours.
This translates to an average time saving of 4.87 hours per incident, representing a relative reduction of 17.8 percent.
Furthermore, the report highlights an even more pronounced efficiency gap when comparing GenAI-enabled organizations directly with those that have yet to adopt the technology:
The average incident resolution time for non-GenAI customers was 32.46 hours.
In contrast, GenAI customers achieved an average resolution time of 22.55 hours post-enablement.
This demonstrates a time difference of 9.91 hours per incident, marking a remarkable relative improvement of 30.5 percent.
Collectively, GenAI-enabled organizations saved a cumulative 323,343 hours during the analyzed period. The report attributes these improvements to AI-driven capabilities such as automated ticket responses, intelligent knowledge article recommendations, and concise incident summaries.
Lauren Okruch, Senior Manager for ITSM at SolarWinds, commented on the findings, stating, “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.”
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The report suggests that the adoption of GenAI is not merely an efficiency play but a transformative force redefining team structures and the future of IT service management.
