IT service was built to bring structure to chaos. But for many organizations today, it’s become a source of it. The ticket queues keep growing. Processes feel rigid. And employees often feel frustrated by systems that seem stuck a decade behind.
The numbers reflect this pain, with 40% of organizations either replacing or re-implementing their IT service tools in 2025. This is a clear sign that the model is cracking and needs to be reimagined. Meanwhile, 58% of organizations say their IT team spends more than five hours each week fulfilling repetitive requests. Something has to give.
Today’s businesses are agile. Customers expect instant fixes, and artificial intelligence (AI) is redefining how work gets done. The problem? Many IT processes haven’t kept up. They’re still burdened by manual, outdated workflows that slow everyone down, with a recent report citing that 45% of organizations consider repetitive tasks as their top IT service challenge in 2025. To stay relevant, IT must evolve from a back-office function into a strategic driver of business growth.
Here are the three biggest challenges holding IT service back and how forward-thinking teams can help solve them:
1. The manual workload trap
