How AI Is Transforming IT Service Management (ITSM) - NetSuite

91% of midmarket businesses are using AI. Only 25% have it actually working inside their operations. That gap? That's where good money goes to die. You're not alone if you've got an AI subscription

91% of midmarket businesses are using AI. Only 25% have it actually working inside their operations.

That gap? That's where good money goes to die.

You're not alone if you've got an AI subscription sitting unused on your credit card statement. It doesn't mean you picked wrong. It means nobody set it up to fit how your team actually works — and that's on the tool vendors, not you.

Here's the real insight from the data: most businesses buy AI for the wrong layer. They grab a flashy front-end tool when the bigger opportunity is in the repetitive operational stuff — ticket routing, status updates, internal requests — the low-glamour work that quietly eats 10 hours a week.

That's where AI delivers fast, measurable ROI. Not in the headline features. In the boring middle.

The one move worth making right now: audit one repetitive internal process your team handles manually at least three times a day. Just one. That's your AI pilot. Keep everything else exactly as it is.

Small target. Real result. Proof that it works for YOUR business.

What's the one process in your business that still runs on copy-paste and manual updates?

#AIStrategy #BusinessOwners #OperationalEfficiency #SmallBusiness

Original Source

While 91% of midmarket firms use generative AI, only 25% of those that use it have fully integrated it into core operations, according to RSM's “2025 ...