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2025 State of AI Incident Management Report
Executive summary
Atlassian’s 2025 State of Incident Management research study surveyed over 500 software developers, IT professionals, and IT decision makers (ITDMs) across the US about IT Service Management (ITSM), with a focus on the practice of incident management.
Despite this encouraging uptick in AI adoption, the market remains turbulent, which typically makes investing in new technology more challenging. Concerns over security remain top of mind: 74% of respondents cite security risks as a top barrier to expanding AI use.
Yet in spite of prevalent security concerns the majority of respondents are using AI powered incident management.
Join the 79% of teams already exploring AI for incident trending and see what’s next in our 2025 report.
Key takeaways
How do your tools and processes compare to today’s state of incident management
The top pain points and areas for improvement for incident managers
The evolving role of automation and AI in ITSM
What the future holds for AI-driven incident management