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Atlassian’s 2024 State of Incident Management research study surveyed over 500 software developers, IT professionals, and IT decision makers (ITDMs) across the US about IT Service Management (ITSM), with a focus on the practice of incident management.

Despite a volatile market (rising stocks and workforce reductions) this year’s report showed that in 2024 companies are using more tools than ever to manage incidents. Additionally despite a healthy dose of skepticism, most are doubling down on investing in artificial intelligence.