$680,000 Saved How AI Moves IT Operations

$680,000 Saved: How AI Moves IT Operations from Reactive to Proactive (17.8% Faster Fixes)

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Chief Information Officers (CIOs) share a critical goal: to fix complex IT problems faster without continuously expanding their headcount. While traditional methods like automation and self-help portals have long been in use, many companies are now trying to use Artificial Intelligence (AI) for IT support, prompting demand for proof that the technology works.
This video analyzes findings from a comprehensive SolarWinds study that looked at AI tools designed to suggest answers to tickets, find helpful articles, and summarize problems. The study analyzed 60,000 pieces of data from over 2,000 IT systems collected between August 2024 and July 2025.
Key Findings:
• 17.8% Faster Resolution: AI adoption reduces the average resolution time from 27.42 hours to 22.55 hours, saving approximately 4.87 hours per problem.
• Massive Cost Savings: For a medium-sized IT team handling 5,000 annual problems, this efficiency equates to saving over $680,000 annually.
• Proactive Shift: The recovered time allows IT teams to stop merely fixing things (reactive) and start working on important projects, fixing problems before they happen, and actively helping the company succeed (proactive).
• The Performance Gap: Companies not using AI take about 32.46 hours to fix tickets, a 30.5 percent difference compared to AI users.
A Critical Caveat:
AI is not a "magic fix". The report emphasizes that AI works best when paired with good underlying IT practices, a willingness to improve overall processes, and a culture that is already "into things like self-service portals and automation". The most successful organizations, the 'Top 10 AI Adopters,' achieved significant reductions by making AI a core part of their daily work, showing that process improvement must accompany the technology.
Learn how IT leaders can quantify their potential savings (by multiplying annual incidents by 4.87 hours saved) and ensure AI is strategically integrated for maximum business impact.

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