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ITSMViral April 1, 2026

Zero-Touch Incident Resolution: Enterprises Now Automating 65% of P2–P4 Incidents

New ServiceNow benchmark data reveals top-performing organizations are achieving 65% zero-touch resolution on P2–P4 incidents using AI routing, virtual agent deflection, and automated remediation runbooks — up from 31% in 2024.

65%
Zero-Touch Rate (Leaders)
+34 pts
vs. 2024 Baseline
IncidentZero-TouchAIBenchmark

Source

Reported by ServiceNow Benchmark Report. The commentary above is an original summary by AscendWorksNow.

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