Lessons Learned: AI-Enabled PSA Systems

This IDC Perspective brings forward some of the lessons learned as well as recommendations for those considering AI-enabled PSA systems. Organizations are embracing the new AI-powered digital world with an extreme focus on speed, scale, and agility. The 2025-2026 IDC MarketScape series for AI-enabled PSA and PSA ERP applications finds that many organizations are shifting to AI-enabled PSA systems and AI-enabled PSA ERP systems. And organizations are changing providers if they do not have AI enablement within their products. "AI enablement has become a key factor for the selection of PSA systems," said Mickey North Rizza, group vice president, Enterprise Software. "While AI is new, it brings much to services organization when the vendors enable it within their PSA application, reshaping work and bringing more insights and improved productivity."