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1、State ofAI in ITNORTH AMERICA 2024 EDITIONState ofAI in ITNORTH AMERICA 2024 EDITIONAs a follow-up to a global 2023 IT service management(ITSM)-focused survey on artificial intelligence(AI)adoption in IT organizations that showed significant growth in AI interest and use,two separate surveys focused

2、 on the state of AI adoption in North America were conducted in November 2023.The first survey posed AI-related questions to IT professionals,and the second to end-users.The demographic breakdown for the 250 IT professionals and 750 end-users that responded is included in Appendices 1 and 2,respecti

3、vely.Introduction2This survey is a great snapshot of where North American IT organizations are with the adoption of AI,with most still assessing the opportunities and understanding whats involved.However,the most interesting survey insight is the high level of end-user free AI tool use,with close to

4、 three-quarters already using free AI tools such as ChatGPT to help improve their productivity.Its an unpreventable iteration of the traditional“Shadow IT”issue(and opportunity)that IT organizations need to carefully manage in 2024.Note from the authorStephen MannPrincipal Analyst and Content Direct

5、or,ITSM.tools3The majority of IT respondents(58%)said their organizations were still in the early stages of AI adoption.Planning(20%)Early exploration(24%)Pilot projects(14%)The IT team was the originator of AI adoption activities in IT in nearly two-thirds of organizations(61%),with the C-suite acc

6、ounting for one-quarter(24%).In organizations where the C-suite had originated the need,AI adoption had progressed less than those where the IT team had done this.Key insightsThe most common use cases were:Creative ideation or problem-solving(34%)Email drafting or editing(30%)Content creation or edi