Autonomous AI systems are becoming integral to IT operations, with 53% of technology leaders now viewing them as fundamental to their strategies. Despite this enthusiasm, concerns around security and skills gaps persist globally, according to PagerDuty’s 2025 State of Digital Operations Report.
AI Adoption Accelerates in IT Operations
The integration of AI into corporate technology operations has reached a critical juncture. Organizations are transitioning from experimental deployments to adopting autonomous AI systems across core functions.
PagerDuty’s report, based on a survey of 1,100 operations leaders across North America, Europe, the Middle East, Africa, and Asia-Pacific, highlights this shift:
- 88% of respondents view autonomous AI systems as central or complementary to future IT operations.
- 64% expect increased IT operations budgets in 2025, prioritizing operational improvements.
- 71% anticipate expanding security and operations budgets.
This growing reliance on AI reflects the increasing complexity of digital infrastructure and the need to enhance operational efficiency amidst challenges like cyber threats and skills shortages.
Autonomous AI Systems as a Priority
Agentic AI, which enables autonomous decision-making and actions, is gaining traction among senior executives. The survey revealed that 53% of CIOs and CTOs consider these systems essential for future IT operations.
Chief Marketing Officer Katherine Calvert explains, “AI has rapidly grown to become the backbone of digital operations, helping reduce toil, improve resilience, and drive tremendous efficiency.”
Key benefits of autonomous AI reported by organizations include:
- 37% improvement in operational efficiency.
- 36% enhancement in customer experiences.
- 38% advancements in data analysis capabilities.
Security and Talent Shortages Pose Challenges
Despite the rapid adoption of AI, organizations face two primary hurdles:
- Security Risks: As autonomous systems proliferate, ensuring robust cybersecurity becomes imperative.
- Skills Gaps: Implementing AI requires specialized knowledge, which many organizations lack.
Industries handling intellectual property, such as media (95%) and technology companies (94%), prioritize security investments to mitigate these risks.
Operational Resilience on the Rise
The report also highlights progress in operational resilience, driven by increased automation and more sophisticated incident response capabilities. Investments in digital operations have delivered measurable returns, including:
- Enhanced system reliability.
- Faster incident resolution.
- Improved customer satisfaction metrics.
The Road Ahead for AI in IT Operations
PagerDuty’s findings underscore a pragmatic approach to AI adoption. Companies are focusing on solutions that provide clear returns on investment while building resilience and mitigating risks.
“Organizations can more easily integrate AI and automation into their operations to grow revenue and drive efficiency while building resilience and reducing risk,” says Calvert.
As IT operations evolve, the role of autonomous AI systems will only deepen, shaping the future of global digital infrastructure.
