REPORT
IT teams have spent years managing ticket queues while the rest of the company waited for something to change. We talked to the leaders who are starting to build again with AI and turned our learnings into a playbook for the teams ready to make the same shift.
Key findings
Over 70% of IT budgets go to keeping the lights on, leaving under 30% for anything growth-focused.
50% ticket deflection reported by IT teams that implement AI effectively.
Only 20% of organizations have AI fully embedded across their IT teams.
A report from conversations with IT leaders at:
"It is not about replacing a human, it is about elevating a human... We want to give you back time. Time to do things that maybe you haven't had time to do."
Kevin Smith
CIO, Lyft
The new success metric: how top IT teams measure AI impact (and why it's not CSAT or ticket close time anymore)
Building the investment case for AI
Why a 30 day POCs beat 12 month RFPs
How IT becomes a platform for the organization, and what that looks like in practice
The emergence of the IT Engineer: what this role is, and why it matters for talent and growth