AI Readiness & Integration

Agentic AI Service Desk

Preparing Your Organisation for the AI-Driven Future of IT Service Management

The integration of Artificial Intelligence into IT Service Management represents one of the most significant technological shifts in decades. While the potential benefits are transformative – from almost entirely autonomous service desks, to AI-first processes operation, successful AI adoption requires comprehensive organisational readiness that extends far beyond technology implementation.

Our AI Readiness Services

Comprehensive Impact Assessment

We conduct thorough evaluations of your current ITSM landscape to identify AI integration opportunities and challenges. Our assessment covers people, processes, governance frameworks, and partner ecosystems to ensure your organisation is positioned for successful AI adoption.

Policy & Process Redesign

AI-enabled ITSM requires fundamental changes to existing processes. We redesign your service management policies and procedures to accommodate AI capabilities while maintaining governance standards and compliance requirements.

IT Operating Model Review

Our consultants evaluate your current IT organisational structure and recommend adaptations necessary for AI-driven service management. This includes role redefinition, skill gap analysis, and structural changes to maximise AI value realisation.

Governance Framework Adaptation

We help you evolve your governance structures to reflect AI-enhanced operations. This includes decision-making processes, risk management frameworks, and oversight mechanisms tailored to AI-driven service delivery.

Business Change Management

Successful AI adoption depends on people. Our change management services ensure your teams are prepared, trained, and motivated to embrace AI-enhanced ways of working, maximising adoption rates and value delivery.

Business Change Town Hall Meeting

The AI Service Management Opportunity

Agentic Service Desks

True self-serving AI agents that handle complex user requests autonomously, reducing human intervention while improving service quality and response times.

Automated Joiners, Movers, Leavers (JML)

Streamlined joiners, movers, and leavers processes with AI-driven automation that ensures consistent, accurate, and timely provisioning and deprovisioning.

Incident
Management

Automated triage,

root cause analysis,

and resolution

Major Incident
Management

Predictive escalation,

coordinated response,

automated comms drafting

Problem
Management

Pattern recognition,

proactive issue identification

Change
Management

Risk assessment automation,

impact analysis

Why Choose Certus for AI Readiness?

Our approach combines deep ITSM expertise with practical AI integration experience. We recognise that successful AI adoption is about preparing your entire organisation for a new way of working.

Pragmatic AI readiness strategies rooted in real-world experience
Comprehensive impact assessments that address all organisational dimensions
Tailored recommendations that align with your specific context and goals
Change management expertise to ensure successful human adoption
Ongoing support throughout your AI transformation journey
The organisations that successfully integrate AI into their service management practices will gain significant competitive advantages. Those that don’t risk being left behind.
 
Get in touch with us below to discuss how we can prepare your organisation for the AI-driven future of IT Service Management.
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