In summary:
- IT workflows deliver proven AI ROI – unlike high-visibility pilots, AI in IT operations consistently achieves measurable results such as 397% ROI, 39% fewer downtime incidents, and £12.7M in economic benefits.
- Start small to scale successfully – organisations that build AI maturity through IT workflows create strong foundations for governance, measurement, and stakeholder confidence, enabling enterprise-wide adoption.
- Performance through prediction and automation – AI-enabled workflows predict issues before they occur and automate routine fixes, reducing investigation time by up to 90% and driving immediate operational impact.
In 2026, enterprises will defer 25% of their planned AI spending, according to Forrester Research.
Not because AI doesn't work. But because most organisations can't prove it does.
Forrester reports that fewer than one-third of executives can tie AI investments to financial growth. Meanwhile, CFOs are demanding what they should have asked for from the beginning: measurable returns.
The AI hype cycle has reached an inflection point. Boardrooms that once greenlit AI initiatives based on potential are now demanding proof. The era of "AI for AI's sake" - which was never the right approach - is ending, replaced by hard questions about business impact, operational efficiency, and bottom-line results.
But here's what's interesting. While most organisations struggle with AI ROI, one domain is delivering results that would make any CFO pay attention: IT workflows.
- 397% ROI over three years
- 39% reduction in unplanned downtime incidents
- 21% faster incident resolution
- £12.7M in total economic benefits
These aren't pilot projections. They're production results.
So why do IT workflows consistently generate returns while other AI investments struggle?
Three hidden advantages
Every incident, ticket, and alert generates structured, timestamped data. You're not building infrastructure to support AI. You're leveraging what already exists.
Unlike customer sentiment analysis or market forecasting, where signal quality varies and ground truth is debatable, IT workflows produce consistent, structured data. This isn't aspirational data. It's operational data that already flows through your systems, creating a foundation for AI that doesn't require months of preparation or massive upfront investment.
2. Measurement without ambiguity
When AI reduces mean time to resolution from 4 hours to 2.5 hours, the calculation is straightforward. No proxy metrics. No attribution models. Just clear before-and-after comparisons.
This eliminates the measurement challenge that kills AI ROI in other domains. You don't need sophisticated frameworks to prove value. The baseline is documented. The improvement is measurable. The business impact is direct and undeniable.
3. Immediate operational impact
Reduced downtime appears in next month's reports. You don't wait for cultural change or market conditions. The value is immediate and visible.
This creates a virtuous cycle: quick wins build confidence, confidence secures budget, and budget enables expansion to more complex use cases. Organisations that start with IT workflows aren't just optimising operations. They're building the credibility to scale AI across the enterprise.
High-maturity organisations:
- 45% sustain AI projects for 3+ years.
- 57% of business units are AI-ready.
- 63% regularly assess ROI.
Low-maturity organisations:
- Only 20% sustain projects beyond 3 years.
- Just 14% of business units are prepared.
- ROI measurement remains inconsistent.
The difference? Mature organisations built foundations in IT workflows before scaling elsewhere.
They didn't start with huge change programmes. They started smaller, identifying areas with defined business challenges that AI could help to solve. They didn’t run before they could walk, and understood that getting the basics right first will pay dividends in the years to come. They started delivering measurable improvements across IT workflows, proving AI’s worth at the core. This approach built organisational muscle: governance frameworks that work, measurement systems that matter, and stakeholder confidence that endures.
Once these capabilities were proven in IT, they became templates for AI deployment across customer service, HR, finance, and strategic operations.
Performance through prediction, agility through automation
Here's how AI-enabled workflows actually deliver value:
Prediction: AI analyses patterns across thousands of historical incidents to predict problems before they impact users. Organisations achieve 15-45% reductions in high-priority incidents not by responding faster, but by preventing problems entirely.
Traditional IT operations are reactive. An incident occurs, alerts fire, engineers investigate, root cause is identified, and resolution is deployed. Even in high-performing organisations, this cycle takes hours.
AI-enabled workflows invert this model. By analysing patterns across system metrics, historical incidents, and environmental factors, AI identifies degradation patterns that precede failures and recommends pre-emptive actions based on similar past scenarios.
Automation: Routine scenarios (disk space warnings, memory leaks, certificate expirations) get remediated automatically. Engineering teams move from firefighting to innovation.
But automation without prediction is dangerous. The power comes from the combination: AI predicts what will happen, evaluates the confidence level, and determines whether to automate the response or alert a human for judgment. This is the architecture of intelligent operations.
Why this matters for your AI strategy
- 38% cite governance challenges.
- 35% point to budget constraints.
- 34% struggle to prove ROI.
IT workflows solve all three:
- Governance becomes manageable when you're optimising defined processes with clear risk thresholds.
- Budget constraints ease when you demonstrate 397% ROI in existing deployments.
- ROI proof becomes systematic when every deployment generates measurable improvements on metrics that matter.
This is why mature organisations start with IT workflows. Not because IT is the only place AI delivers value, but because it's where you build the capability (governance frameworks, measurement systems, stakeholder confidence) to scale AI everywhere else.
The 2026 reality
Forrester's prediction of deferred AI spending isn't a crisis. It's a correction.
CFOs aren't rejecting AI. They're rejecting investments that can't demonstrate returns.
This shift represents a maturing market. The experimental phase is ending. Organisations that spent the last two years testing AI in high-visibility pilots are now facing budget reviews with hard questions: What did we gain? How do we know? Can we prove it?
Organisations that built AI capability in IT workflows won't need faith. They'll have data showing what AI delivers when deployed in environments where success is measurable, impact is immediate, and value is defendable.
They'll have before-and-after metrics. They'll have operational reports showing reduced downtime, faster resolution, and improved efficiency. They'll have CFO-friendly ROI calculations that withstand scrutiny.
This isn't just about surviving budget cuts. It's about earning the right to expand AI investment when others are contracting.
Where we're investing
At Sopra Steria, we believe the future of AI lies in intelligence embedded within the digital backbone of organisations.
That's why we've invested in our AI-enabled Digital Workflows Platform powered by ServiceNow. Our approach focuses on performance through prediction and agility through automation, using AI to anticipate incidents before they occur and streamline service delivery.
We help organisations build AI maturity in IT workflows, then scale that capability enterprise-wide. Because the goal isn't just better IT operations. It's using IT workflows as the foundation to build AI maturity that survives CFO scrutiny and delivers sustained competitive advantage.
The bottom line
While some organisations chase headline-grabbing pilots, the real ROI is happening in IT workflows.
Not because it's glamorous. But because it's measurable, sustainable, and defensible.
That's not hidden ROI. That's the smartest investment you can make.
What's your experience with AI ROI in IT operations? Have you found workflows where AI delivers measurable value?
Learn more
If you’d like to learn more about how our Digital Platform Services and DPS Digital Workflows are helping organisations modernise their IT operations and unlock real value, you can explore more here: Digital Platform Services.