While 2025 started with high expectations for AI and fears of job loss, businesses have realized that extracting meaningful value from AI requires significant human effort. With this reality check, organizations pushed through their learning curve and now, in IT operations, AI is effectively everywhere.
We recently surveyed 1000+ IT professionals in collaboration with ITSM.tools to sense the State of AI in IT for 2026 and close to 98% of organizations agree that they are already using AI or running pilots. The question is no longer whether organizations are adopting AI, but whether they’re building the trust necessary to scale it successfully.
The report shows that 62% of IT professionals now trust AI more than they did a year ago. When we as IT leaders trust AI enough to embed it into several facets of IT operations, including incident resolutions, workflow orchestration, knowledge management and analytics, our AI outcomes become more visible and real.
