A persisting impact in Australia/New Zealend Despite Strategic Value

A new study released by ManageEngine on 11 June 2025 has revealed that anxiety surrounding artificial intelligence (AI) remains prevalent among IT leaders in Australia and New Zealand (A/NZ). While the majority of organisations in the region acknowledge the strategic value of AI for digital transformation and operational efficiency, concerns around security, ethics, and workforce impact continue to hinder widespread adoption.

Key Findings

• Strategic Value Recognised: The study confirms that over 80% of surveyed organisations view AI as critical for enhancing IT service delivery and driving innovation.

• Persistent Anxiety: Despite the benefits, more than 60% of IT decision-makers report ongoing concerns about AI-related risks, particularly data privacy, ethical use, and the effect on existing roles.

• Barriers to Adoption: Lack of clear governance frameworks, insufficient communication, and limited in-house expertise are cited as primary obstacles to deeper AI integration.

  
  

Industry Implications 

As digital transformation accelerates across all sectors, the ability to effectively integrate AI into IT service management (ITSM) will be a key differentiator. However, the ManageEngine study highlights a significant trust gap that must be bridged to unlock AI’s full potential. For organisations in A/NZ, and globally, this means prioritising robust governance, transparent policies, and targeted education initiatives.

Expert Opinion 

Commenting on the findings, ManageEngine’s regional director stated: “AI has the potential to reshape IT operations and service management, but only if organisations address the underlying anxieties of their teams. Building trust and digital resilience is not just a technical challenge, but a cultural one.”

Actionable Recommendations

• Develop comprehensive AI governance frameworks tailored to organisational needs.

• Foster open dialogue and provide ongoing education to demystify AI for IT and business stakeholders.

• Integrate cybersecurity and ethical considerations into all AI-related initiatives.

  
  

Conclusion

As AI adoption grows, IT leaders must balance innovation with responsibility. For those looking to scale their ITSM capabilities without increasing risk, addressing AI anxiety is essential for long-term success.