AI agents in ITSM: Why are only 13% of IT leaders using them?

Every day, I speak with IT leaders who are asking the same question: “Are we using AI enough?” In my view, that is fundamentally the wrong question to be asking in 2026. The narrative around AI adoption has become too focused on the mere presence of the technology rather than the depth of its impact…. The post AI agents in ITSM: Why are only 13% of IT leaders using them?