A new Forrester Consulting study commissioned by USU reveals that companies are increasingly integrating AI into their IT processes, yet their ability to scale these solutions securely and in compliance with regulations lags far behind actual adoption. Only 39 percent of global IT decision-makers feel well or fully prepared to comply with key data protection and AI regulations such as GDPR, CCPA, or the EU AI Act. The study is available compliments of USU at USU website.
AI Drives Transformation in IT Operations—Yet Governance Limits Scalability
According to the study, organizations primarily use AI in areas such as data analytics, IT service management, IT monitoring and customer experience management. As a result, IT is evolving from a reactive operational unit into a proactive, data-driven control center.
At the same time, most respondents face significant organizational challenges. Companies struggle particularly with unclear regulatory requirements, complex international compliance demands and increased risks when handling sensitive data. Concerns about security incidents and the need for robust governance structures further complicate the rollout of scalable AI solutions.
Key Study Metrics at a Glance
Several striking findings highlight the urgency for action:
Governance Becomes a Strategic Prerequisite for AI Success
The study highlights that the success of AI initiatives depends significantly on clearly defined and consistently applied governance structures. Organizations increasingly rely on specialized compliance tools, cross-functional teams and regular audits to create transparency and trust. Governance therefore is no longer viewed as a control mechanism, but as a strategic success factor for the secure, efficient and scalable use of AI.
Organizations Expect Significant Efficiency and Agility Gains
Despite substantial challenges, respondents see considerable potential in AI to increase efficiency, agility and security. Many expect AI to make their organizations noticeably more resilient, faster and more cost-efficient over the next twelve months—positioning AI as a key driver of innovation and competitiveness.
What IT Leaders Must Do Now to Embed AI Sustainably
“The study makes one thing unmistakably clear: Technology alone is not enough to firmly embed AI in IT operations. Many organizations already have strong approaches, but without clear guidelines, defined responsibilities and lived governance, their potential remains limited. What truly matters is creating an environment where AI can be used in a trustworthy, secure and scalable way. After all, AI success is always built on trust: Trust in the data, the platforms and the partners who accompany this journey. With a reliable governance framework, AI becomes a genuine catalyst for innovation and operational excellence. This is precisely where we support our customers—by helping them build a sustainable AI ecosystem grounded in trust and long-term collaboration,” emphasizes Benjamin Strehl, CEO at USU.
About the Study
AI In IT Operations: Balancing Potential With Data Privacy And Compliance. Forrester Opportunity Snapshot, a commissioned study conducted by Forrester Consulting on behalf of USU, December 2025. The survey included 441 IT decision-makers from Europe and North America in September 2025.
This press release is available at https://www.usu.com/en/news.
AI Drives Transformation in IT Operations—Yet Governance Limits Scalability
According to the study, organizations primarily use AI in areas such as data analytics, IT service management, IT monitoring and customer experience management. As a result, IT is evolving from a reactive operational unit into a proactive, data-driven control center.
At the same time, most respondents face significant organizational challenges. Companies struggle particularly with unclear regulatory requirements, complex international compliance demands and increased risks when handling sensitive data. Concerns about security incidents and the need for robust governance structures further complicate the rollout of scalable AI solutions.
Key Study Metrics at a Glance
Several striking findings highlight the urgency for action:
- 71 percent of respondents cite unclear AI privacy guidelines as their biggest challenge—indicating that many organizations still lack sufficient direction for compliant AI deployment.
- 77 percent consider privacy-by-design and compliance-by-design a critical priority, showing the increasing importance of systematic governance structures.
- Only 35 percent feel confident their organization can operate AI solutions securely at scale while meeting regulatory requirements—pointing to structural and organizational deficits.
Governance Becomes a Strategic Prerequisite for AI Success
The study highlights that the success of AI initiatives depends significantly on clearly defined and consistently applied governance structures. Organizations increasingly rely on specialized compliance tools, cross-functional teams and regular audits to create transparency and trust. Governance therefore is no longer viewed as a control mechanism, but as a strategic success factor for the secure, efficient and scalable use of AI.
Organizations Expect Significant Efficiency and Agility Gains
Despite substantial challenges, respondents see considerable potential in AI to increase efficiency, agility and security. Many expect AI to make their organizations noticeably more resilient, faster and more cost-efficient over the next twelve months—positioning AI as a key driver of innovation and competitiveness.
What IT Leaders Must Do Now to Embed AI Sustainably
“The study makes one thing unmistakably clear: Technology alone is not enough to firmly embed AI in IT operations. Many organizations already have strong approaches, but without clear guidelines, defined responsibilities and lived governance, their potential remains limited. What truly matters is creating an environment where AI can be used in a trustworthy, secure and scalable way. After all, AI success is always built on trust: Trust in the data, the platforms and the partners who accompany this journey. With a reliable governance framework, AI becomes a genuine catalyst for innovation and operational excellence. This is precisely where we support our customers—by helping them build a sustainable AI ecosystem grounded in trust and long-term collaboration,” emphasizes Benjamin Strehl, CEO at USU.
About the Study
AI In IT Operations: Balancing Potential With Data Privacy And Compliance. Forrester Opportunity Snapshot, a commissioned study conducted by Forrester Consulting on behalf of USU, December 2025. The survey included 441 IT decision-makers from Europe and North America in September 2025.
This press release is available at https://www.usu.com/en/news.
