Artificial Intelligence is significantly enhancing IT service management, with the Freshservice Benchmark Report 2025 revealing that AI has reduced ticket resolution time by 76%. This report, analyzing over 187 million tickets across more than 10,700 organizations in 118 countries, emphasizes that AI is not just automating tasks but is also transforming operational efficiency, enabling IT teams to concentrate on more complex issues.
A new study from Deloitte reveals that 86 percent of businesses are now using generative artificial intelligence to assist with mergers and acquisitions. The survey, which included 1,000 senior business leaders, indicates that this trend is rapidly increasing, with 65 percent of respondents adopting the technology within the past year. Despite the growing implementation of generative AI, there are significant concerns about data security, with 67 percent of participants citing this as a major issue. Other concerns include data quality, model reliability, and ethical considerations. Furthermore, 57 percent of organizations are investing in training programs to ensure their teams can effectively and safely utilize these new tools.
Microsoft reports that 71% of workers in the United Kingdom have utilized unapproved artificial intelligence tools at work, a trend that poses significant risks to organizations. The research highlights that 51% of employees are using these consumer AI tools on a weekly basis, with nearly half employing them for drafting communications and 22% for finance-related tasks. Despite the potential benefits of AI, such as saving employees around 12 billion hours globally each year, there are serious security concerns. Only 32% of workers express worry about the privacy of customer data, while just 28% are concerned about the security of their organization’s IT systems.
Why do we care?
So, AI’s working — Freshworks says it’s cutting ticket times by 76%. That’s a big number. IT teams using their AI assistant, Freddy, are resolving tickets faster and keeping customers happier. Cool stuff.
But zoom out — Deloitte says most companies are now using generative AI for mergers and acquisitions. That’s high-stakes work — and 67% of them are already worried about data security. Then Microsoft chimes in: 71% of UK workers are using unapproved AI tools. In other words, the people on the ground are moving faster than IT can govern.
AI’s helping, but it’s also breaking the rules as it goes. You can’t just measure speed; you’ve got to measure control. If you’re an MSP, you should be finding that balance — tightening up governance, detecting shadow AI use, and turning AI management into a service.
Because the AI wave isn’t slowing down. The winners won’t just use it — they’ll be the ones who secure it, measure it, and make it safe to scale.