State of service management survey 2026

SysAid surveyed 700+ IT pros

The State of Service Management in 2026

Integrating AI is no longer just a trend, but a necessity for reducing resolution times and moving toward the future of the autonomous service desk.

United States +1
United Kingdom +44
Afghanistan (‫افغانستان‬‎) +93
Albania (Shqipëri) +355
Algeria (‫الجزائر‬‎) +213
American Samoa +1684
Andorra +376
Angola +244
Anguilla +1264
Antigua and Barbuda +1268
Argentina +54
Armenia (Հայաստան) +374
Aruba +297
Australia +61
Austria (Österreich) +43
Azerbaijan (Azərbaycan) +994
Bahamas +1242
Bahrain (‫البحرين‬‎) +973
Bangladesh (বাংলাদেশ) +880
Barbados +1246
Belarus (Беларусь) +375
Belgium (België) +32
Belize +501
Benin (Bénin) +229
Bermuda +1441
Bhutan (འབྲུག) +975
Bolivia +591
Bosnia and Herzegovina (Босна и Херцеговина) +387
Botswana +267
Brazil (Brasil) +55
British Indian Ocean Territory +246
British Virgin Islands +1284
Brunei +673
Bulgaria (България) +359
Burkina Faso +226
Burundi (Uburundi) +257
Cambodia (កម្ពុជា) +855
Cameroon (Cameroun) +237
Canada +1
Cape Verde (Kabu Verdi) +238
Caribbean Netherlands +599
Cayman Islands +1345
Central African Republic (République centrafricaine) +236
Chad (Tchad) +235
Chile +56
China (中国) +86
Christmas Island +61
Cocos (Keeling) Islands +61
Colombia +57
Comoros (‫جزر القمر‬‎) +269
Congo (DRC) (Jamhuri ya Kidemokrasia ya Kongo) +243
Congo (Republic) (Congo-Brazzaville) +242
Cook Islands +682
Costa Rica +506
Côte d’Ivoire +225
Croatia (Hrvatska) +385
Cuba +53
Curaçao +599
Cyprus (Κύπρος) +357
Czech Republic (Česká republika) +420
Denmark (Danmark) +45
Djibouti +253
Dominica +1767
Dominican Republic (República Dominicana) +1
Ecuador +593
Egypt (‫مصر‬‎) +20
El Salvador +503
Equatorial Guinea (Guinea Ecuatorial) +240
Eritrea +291
Estonia (Eesti) +372
Ethiopia +251
Falkland Islands (Islas Malvinas) +500
Faroe Islands (Føroyar) +298
Fiji +679
Finland (Suomi) +358
France +33
French Guiana (Guyane française) +594
French Polynesia (Polynésie française) +689
Gabon +241
Gambia +220
Georgia (საქართველო) +995
Germany (Deutschland) +49
Ghana (Gaana) +233
Gibraltar +350
Greece (Ελλάδα) +30
Greenland (Kalaallit Nunaat) +299
Grenada +1473
Guadeloupe +590
Guam +1671
Guatemala +502
Guernsey +44
Guinea (Guinée) +224
Guinea-Bissau (Guiné Bissau) +245
Guyana +592
Haiti +509
Honduras +504
Hong Kong (香港) +852
Hungary (Magyarország) +36
Iceland (Ísland) +354
India (भारत) +91
Indonesia +62
Iran (‫ایران‬‎) +98
Iraq (‫العراق‬‎) +964
Ireland +353
Isle of Man +44
Israel (‫ישראל‬‎) +972
Italy (Italia) +39
Jamaica +1
Japan (日本) +81
Jersey +44
Jordan (‫الأردن‬‎) +962
Kazakhstan (Казахстан) +7
Kenya +254
Kiribati +686
Kosovo +383
Kuwait (‫الكويت‬‎) +965
Kyrgyzstan (Кыргызстан) +996
Laos (ລາວ) +856
Latvia (Latvija) +371
Lebanon (‫لبنان‬‎) +961
Lesotho +266
Liberia +231
Libya (‫ليبيا‬‎) +218
Liechtenstein +423
Lithuania (Lietuva) +370
Luxembourg +352
Macau (澳門) +853
Macedonia (FYROM) (Македонија) +389
Madagascar (Madagasikara) +261
Malawi +265
Malaysia +60
Maldives +960
Mali +223
Malta +356
Marshall Islands +692
Martinique +596
Mauritania (‫موريتانيا‬‎) +222
Mauritius (Moris) +230
Mayotte +262
Mexico (México) +52
Micronesia +691
Moldova (Republica Moldova) +373
Monaco +377
Mongolia (Монгол) +976
Montenegro (Crna Gora) +382
Montserrat +1664
Morocco (‫المغرب‬‎) +212
Mozambique (Moçambique) +258
Myanmar (Burma) (မြန်မာ) +95
Namibia (Namibië) +264
Nauru +674
Nepal (नेपाल) +977
Netherlands (Nederland) +31
New Caledonia (Nouvelle-Calédonie) +687
New Zealand +64
Nicaragua +505
Niger (Nijar) +227
Nigeria +234
Niue +683
Norfolk Island +672
North Korea (조선 민주주의 인민 공화국) +850
Northern Mariana Islands +1670
Norway (Norge) +47
Oman (‫عُمان‬‎) +968
Pakistan (‫پاکستان‬‎) +92
Palau +680
Palestine (‫فلسطين‬‎) +970
Panama (Panamá) +507
Papua New Guinea +675
Paraguay +595
Peru (Perú) +51
Philippines +63
Poland (Polska) +48
Portugal +351
Puerto Rico +1
Qatar (‫قطر‬‎) +974
Réunion (La Réunion) +262
Romania (România) +40
Russia (Россия) +7
Rwanda +250
Saint Barthélemy +590
Saint Helena +290
Saint Kitts and Nevis +1869
Saint Lucia +1758
Saint Martin (Saint-Martin (partie française)) +590
Saint Pierre and Miquelon (Saint-Pierre-et-Miquelon) +508
Saint Vincent and the Grenadines +1784
Samoa +685
San Marino +378
São Tomé and Príncipe (São Tomé e Príncipe) +239
Saudi Arabia (‫المملكة العربية السعودية‬‎) +966
Senegal (Sénégal) +221
Serbia (Србија) +381
Seychelles +248
Sierra Leone +232
Singapore +65
Sint Maarten +1721
Slovakia (Slovensko) +421
Slovenia (Slovenija) +386
Solomon Islands +677
Somalia (Soomaaliya) +252
South Africa +27
South Korea (대한민국) +82
South Sudan (‫جنوب السودان‬‎) +211
Spain (España) +34
Sri Lanka (ශ්‍රී ලංකාව) +94
Sudan (‫السودان‬‎) +249
Suriname +597
Svalbard and Jan Mayen +47
Swaziland +268
Sweden (Sverige) +46
Switzerland (Schweiz) +41
Syria (‫سوريا‬‎) +963
Taiwan (台灣) +886
Tajikistan +992
Tanzania +255
Thailand (ไทย) +66
Timor-Leste +670
Togo +228
Tokelau +690
Tonga +676
Trinidad and Tobago +1868
Tunisia (‫تونس‬‎) +216
Turkey (Türkiye) +90
Turkmenistan +993
Turks and Caicos Islands +1649
Tuvalu +688
U.S. Virgin Islands +1340
Uganda +256
Ukraine (Україна) +380
United Arab Emirates (‫الإمارات العربية المتحدة‬‎) +971
United Kingdom +44
United States +1
Uruguay +598
Uzbekistan (Oʻzbekiston) +998
Vanuatu +678
Vatican City (Città del Vaticano) +39
Venezuela +58
Vietnam (Việt Nam) +84
Wallis and Futuna (Wallis-et-Futuna) +681
Western Sahara (‫الصحراء الغربية‬‎) +212
Yemen (‫اليمن‬‎) +967
Zambia +260
Zimbabwe +263
Åland Islands +358

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What’s inside?

To understand the trends shaping the industry, we surveyed 700+ IT professionals across a range of roles and sectors. The data reveals an industry at a crossroads: while many teams are reaching a breaking point due to manual workloads, others are finding a new path to resilience through artificial intelligence.

61%

of organizations have now adopted AI within IT teams.

43%

of IT professionals are struggling with burnout and workload pressure.

41%

of teams report skill gaps, such as in process design and automation.

35%

of team capacity is lost to manual, repetitive tasks.

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