How AI Adoption Shifts IT Operations from Reactive to Proactive

Chief Information Officers are under increasing pressure to accelerate the resolution of IT challenges without expanding their teams. Many are turning to artificial intelligence as a potential solution to streamline their operations.

While automation and self-service portals have long been staples in IT support, the emergence of AI is prompting widespread experimentation. However, business leaders are demanding tangible evidence of its efficacy. The promise of AI in IT lies in its potential to automate repetitive tasks, predict and prevent system failures, and provide faster, more personalized support to end-users.

A recent study by SolarWinds analyzed data from over 2,000 IT systems and 60,000 data points collected between August 2024 and July 2025 to evaluate the real-world impact of AI-powered IT support tools. The data offers a compelling snapshot of the quantifiable efficiency gains that companies can achieve through strategic AI adoption.

The SolarWinds report investigated AI functionalities designed to enhance IT support workflows, including automated ticket suggestions, intelligent knowledge base retrieval, and AI-driven summarization of complex issues. The results provide valuable insights into the potential for improving operational efficiency and reducing downtime. The key question is whether AI can truly deliver on its promise of faster resolution times and reduced operational costs.

Quantifying the Efficiency Gains: AI’s Impact on IT Operations

The report’s core finding highlights a significant reduction in IT issue resolution time following the implementation of AI-powered solutions.

Prior to AI adoption, the average time to resolve an IT issue was 27.42 hours. Post-implementation, this figure dropped to 22.55 hours – a 17.8 percent improvement, translating to a savings of 4.87 hours per incident. This allows IT professionals to allocate more time to complex problem-solving and strategic initiatives, moving beyond routine tasks. The implications are considerable, potentially freeing up highly skilled personnel to focus on innovation and long-term projects.

Reducing resolution times can translate to substantial cost savings. According to the report, if a medium-sized IT team handles 5,000 issues annually, the 4.87-hour reduction per incident results in a total of 24,350 hours saved. At an estimated help desk personnel cost of $28 per hour, this equates to potential savings of over $680,000 per year. However, this figure doesn’t fully capture the potential upside, as faster resolution times can also improve employee productivity and minimize business disruptions.

The benefits extend beyond cost reduction. The report emphasizes that the time saved can be redirected towards strategic projects and proactive problem prevention, allowing IT departments to transition from reactive troubleshooting to value-added contributions that directly impact the bottom line. This proactive approach includes predictive maintenance, enhanced security measures, and the development of new services to support business growth.

The data clearly differentiates between organizations that have adopted AI-powered IT support solutions and those that have not. AI-enabled companies resolve tickets in approximately 22.55 hours, compared to 32.46 hours for non-AI adopters – a 30.5 percent difference representing nearly 10 hours saved per incident. This substantial difference underscores the potential competitive advantage of adopting AI in IT operations. The gap is likely to widen as AI technology advances and becomes more deeply integrated into IT ecosystems.

Beyond the Hype: The Importance of Process and Organizational Culture

The SolarWinds report emphasizes that AI adoption is not a silver bullet for fixing inherent IT operational issues. Successful AI implementation requires robust processes and a willingness to embrace organizational change. It’s about augmenting human capabilities with intelligent automation, not replacing them entirely. The real power of AI lies in its ability to analyze vast datasets, identify patterns, and provide insights that enable IT professionals to make better decisions and resolve issues more efficiently.

The “Top 10 AI Adopters” highlighted in the report serve as a compelling example. These companies achieved the most significant reductions in resolution times, decreasing from approximately 51 hours to 23 hours – a time savings of over 50%. The secret to their success was not simply implementing sophisticated AI software, but rather strategically integrating AI into their existing workflows and daily operations.

These top-performing organizations shared a common characteristic: they embedded AI into their core processes for troubleshooting and problem resolution. The report underscores that AI is most effective when it’s part of a broader operational transformation focused on continuous improvement. Without underlying process optimization and cultural buy-in, AI investments are unlikely to deliver their full potential. It also highlights the importance of training and education to ensure that IT professionals can effectively leverage AI tools and interpret their insights.

Furthermore, the report highlights the benefits of a pre-existing culture of self-service and automation. Organizations with established self-service portals and robust automation rules are better positioned to leverage AI-powered solutions effectively. These are the teams that are actively trying to strengthen their existing support desks to be prepared for anything. AI works better with these principles and systems in place.

Strategic Recommendations for IT Leaders

The SolarWinds report provides compelling evidence that AI can deliver tangible benefits with IT support if implemented strategically. For IT leaders considering AI adoption, the report suggests several key considerations.

• Establish a Baseline: Before investing in AI, accurately measure current resolution times. The report indicates that companies not using AI average around 32.46 hours per issue. This baseline enables meaningful comparisons and informs investment decisions. This also sets the starting point for measuring the ROI of AI implementation and making adjustments to your AI strategy.

• Integrate AI into Daily Operations: The most successful adopters integrate AI deeply into their workflows rather than treating it as an isolated experiment. This requires a commitment to cultural change and continuous process improvement. This can include retraining IT teams to utilize AI and to build it into the overall daily work.

• Recognize AI as a Tool, Not a Panacea: AI is a powerful enabler, but its effectiveness hinges on the existence of robust IT practices. Optimize knowledge bases, automation rules, and existing processes to maximize AI’s impact. It only assists and speeds up existing processes, so be sure your systems are functioning efficiently.

• Quantify Potential Savings: Use the report’s methodology to estimate potential time and cost savings by multiplying the annual number of incidents by the average time saved per incident (4.87 hours). This provides a clear business case for AI investment. Also, consider the longer-term benefits like reduced business disruptions and an increase in employee productivity, which are less visible but impact your overall profits.

The performance gap between AI adopters and non-adopters is widening. By strategically implementing AI, IT leaders can position their organizations to leverage its power, shifting IT from a cost center to a strategic partner in driving business success. AI allows businesses to innovate and stay ahead of the evolving needs of the company.