Experience

Building with what you already have

You probably don't need a new platform to start using AI in service governance. You need the data you already have and someone willing to wire it together.

Insights and thoughts Andrew Wood

You probably don’t need a new platform to start using AI in service governance. You need the data you already have and someone willing to wire it together.

I’ve built service analysis workflows for my own teams out of standard enterprise tooling most businesses already licence: scheduled scripts, low-code automation, shared lists and chat notifications layered on top of the existing ITSM platform and reporting data. It didn’t need a procurement cycle or a new budget line.

Most of what it does is unglamorous. It spots the patterns a busy service manager would otherwise only notice after a bad month: the tickets playing ping-pong between second-line queues, the recurring minor faults on a client’s estate that never quite trigger a major incident, or the changes that consistently overrun their maintenance window.

The line I try to hold is where the AI stops. Low-code and AI tools are great at reading messy human input, summarising long ticket threads, and working out what someone actually meant. Anything that touches a customer’s production environment should be deterministic code that does the exact same thing every time.

Most service managers already have what they need to start. The harder part is deciding what questions you want the data to answer.