In today’s fast-paced digital landscape, Chief Information Officers (CIOs) face increasing pressure to resolve IT issues faster without the need to expand their teams. Many leaders are turning to artificial intelligence (AI) as a key solution to streamline operations and enhance efficiency. Traditionally, organizations have relied on automation and self-help portals to manage IT challenges, but the rising buzz around AI adoption is compelling businesses to consider its true potential in IT support.
SolarWinds, a leader in IT management software, recently conducted extensive research to explore the effectiveness of AI tools in improving IT operations. The study analyzed data from over 2,000 IT systems, collecting insights from 60,000 pieces of information over a year, spanning from August 2024 to July 2025. The focus was on features designed to simplify IT support, such as automated ticket responses, article recommendations, and problem summaries. The findings provide valuable insight into just how much efficiency AI can deliver.
How Much More Efficient Does AI Make IT Operations?
The results from SolarWinds’ report are eye-opening: the time it takes to resolve IT issues significantly decreased following the implementation of AI. Before AI adoption, the average time to solve a problem was roughly 27.42 hours. After integrating AI tools, this time plummeted to approximately 22.55 hours—a notable reduction of 17.8 percent, which translates to a savings of nearly 4.87 hours per issue. This newfound efficiency allows IT teams to redirect their efforts toward complex challenges instead of being bogged down by routine problems.
This shift not only leads to time savings but also offers substantial financial benefits. The report illustrates a scenario where a medium-sized IT team addresses 5,000 problems annually. Saving an average of 4.87 hours per issue equates to reclaiming 24,350 hours of work each year. When calculated at an average help desk salary of $28 an hour, this equates to over $680,000 in potential savings. Moreover, the time reclaimed can be reinvested into critical projects, enabling IT departments to transition from reactive problem-solving to proactive enhancements that drive business success.
What’s more compelling is the stark contrast between organizations that embrace AI and those that do not. Companies leveraging AI resolve tickets in around 22.55 hours per issue, while their counterparts languish at an average of 32.46 hours. This impressive 30.5 percent difference suggests that nearly 10 hours can be saved per problem when utilizing AI technologies.
However, It’s Not Just About the AI
Despite the promising data, the report emphasizes that AI is not a magical solution for IT operations. Its effectiveness hinges on implementing sound processes and embracing company-wide transformations. A particularly striking case was the group dubbed the ‘Top 10 AI Adopters.’ These standout organizations achieved the most drastic reductions in resolution times, with their averages plummeting from around 51 hours to just 23 hours—an impressive cut of more than half.
The common thread among these leading adopters wasn’t merely the software they employed; it was how they integrated AI into their daily operations. The report advocates for embedding AI into the workflow rather than treating it as an experimental add-on. Moreover, organizations already cultivating practices like self-service portals and automation found that AI complemented their strategies more effectively, synergizing with their existing methodologies.
What To Do If You’re In Charge
The SolarWinds report lays the groundwork for understanding that AI can significantly enhance IT support operations. The prospect of cutting resolution times by nearly 18 percent presents a compelling case for leaders seeking improvement. Here are actionable steps for CIOs and IT managers considering AI implementation:
- Assess Your Current State: Before investing in AI tools, conduct a thorough analysis of your current resolution times. The report suggests that organizations not using AI average about 32.46 hours for issue resolution. Understanding your baseline metrics is crucial in determining the potential return on investment.
- Integrate AI into Daily Operations: Companies that excel in AI application demonstrate the importance of making it an integral part of their workflows. This means reevaluating processes and maintaining a commitment to continuous improvement.
- Recognize AI as a Tool: While AI has proven to be a game-changer, it functions best in conjunction with solid IT practices. Regularly assess your knowledge base and automation procedures to ensure optimal efficiency. AI tools shine when embedded within well-defined processes.
- Calculate Potential Savings: Utilize the report’s insights to quantify the time and financial savings AI could bring. Multiply the annual number of incidents by the average time saved (4.87 hours) to gauge the potential impact on your organization’s efficiency.
The gap between organizations leveraging AI and those that don’t is growing wider. To maintain a competitive edge, leaders must restructure their operations to enable AI to play a pivotal role in transforming IT into a true partner in business success.
See also: China’s generative AI user base doubles to 515 million in six months
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