"IT service was built to bring structure to chaos. But for many organizations today, it's become a source of it. The ticket queues keep growing. Processes feel rigid. And employees often feel frustrated by systems that seem stuck a decade behind. The numbers reflect this pain, with 40% of organizations either replacing or re-implementing their IT service tools in 2025. This is a clear sign that the model is cracking and needs to be reimagined."
"Meanwhile, 58% of organizations say their IT team spends more than five hours each week fulfilling repetitive requests. Something has to give. Today's businesses are agile. Customers expect instant fixes, and artificial intelligence (AI) is redefining how work gets done. The problem? Many IT processes haven't kept up. They're still burdened by manual, outdated workflows that slow everyone down, with a recent report citing that 45% of organizations consider repetitive tasks as their top IT service challenge in 2025."
"For most IT teams, the day begins and ends with manual tasks: logging incidents, assigning tickets, documenting fixes, and updating records. These repetitive processes drain time and productivity. In fact, 90% of IT leaders say manual, repetitive work contributes to low employee morale. The impact runs deep. Skilled analysts are pulled away from strategic work. Projects stall. Employee burnout rises. And IT ends up perceived as a cost center, not an enabler."
Growing ticket queues and rigid processes leave employees frustrated and systems outdated. Forty percent of organizations plan to replace or re-implement IT service tools in 2025, and 58% report IT teams spend more than five hours weekly on repetitive requests. Forty-five percent identify repetitive tasks as their top IT service challenge. Manual, repetitive work drains productivity and morale, with 90% of IT leaders linking it to low employee morale. Skilled analysts are pulled from strategic work, causing project delays and burnout. The solution requires AI-driven, context-aware automation that understands user needs and reduces manual workload.
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