Do you recognise this? You are under pressure to use AI, but no one can say where it will make the biggest difference. A vendor demo looks promising, but you are unsure whether it would work with your processes and data. Pilots show potential, but they do not reach daily operations. You have a business case for AI, but no reliable baseline to measure it against. How to address it Start with the service outcomes that matter to the business, not with the tool. Choose a few specific use cases. Readiness only means something in relation to what you want AI to do. Check the foundation for each use case: services, processes, data, ownership and people. Measure performance now, so you can prove the impact later. Decide what to fix first, and be prepared to wait or change scope. How we can help Our AI Readiness Assessment shows the gap between how you operate today and what your use cases require. You get prioritised recommendations and next steps, so leaders know what to fix before they invest. Read more: How to get started without boiling the ocean

Do you recognise this? Employees are already using AI tools, but you do not have a full overview. You have an AI policy, but it has little effect on daily work. IT, security, legal and the business each own part of the question, but no one owns the decision. Governance is either missing or so heavy that it slows everything down. How to address it Make someone accountable for each AI use case and its risks. Start with an overview of where AI is used today and what data it touches. Match the level of control to the level of risk. Not every use case needs the same process. Build decisions into the forums and processes you already use, where possible. Keep evidence of what was decided, and why. How we can help We work with you to define the AI vision, policies, risk management, roles and decision forums, and we support the implementation. The aim is governance people can follow in daily work, not a policy that stays on a shelf. Read more: AI without governance is a strategic risk

Do you recognise this? You have an ITSM platform, processes and dashboards, but leaders still ask who owns a service. Services are defined by teams and systems, not by what the business receives. Your CMDB and service data are not reliable enough to base decisions on, let alone AI. IT, HR, Finance and other support functions all work differently, so the user experience is fragmented. AI is being added as another tool, while roles, skills and KPIs stay the same. How to address it Define a small number of critical services and give each a clear owner. Simplify and standardise processes before you automate them. Fix the data your priority use cases depend on, not all your data at once. Connect services, processes, roles and evidence in one Service Management System. Plan how AI changes roles, skills and KPIs, and build continuous improvement into daily operations. How we can help We work with your team to design and implement the operating model, processes and service management system, including ESM, an SMO and CMDB where needed. Then we help make AI part of how services are delivered, through use cases such as incident routing and automation. Read more: ITSM without an operating model: why it feels like theatre