Vision precedes any AI transformation initiative. Before bringing any AI tool, platform or even a new AI feature within your technology stack, be crystal clear on what problem you’re solving, why it matters, and which outcomes define success.
Start by assessing how mature your existing service management processes are before looking at incorporating AI in your technology strategy.
Once you find out where you fall in the maturity levels, you can identify gaps and create an informed transformation strategy.
Too often, IT teams find them paralyzed by the overwhelming number of opportunities that AI provides to redefine their IT operations.
Leaders can help prioritize these AI initiatives to enable businesses to focus their time and efforts on projects that move the needle to gain more trust in AI transformations.
If you think of a 2X2 matrix, we’ve got in our strategy, everyday AI on the left, game changing complex AI on the right. Then we’ve got internal, external use cases. We start playing in the bottom left quadrant, contemplate learnings, and with that framework of foundations move into complex use cases. That’s how we strike the balance between innovation and regulation.
You can use a framework like A-RICE (with a 0 to 5 scoring model) to evaluate the initiatives across multiple factors and decide on the ones to pursue.
How many employees or processes benefit from the initiative?
Will it solve a painful ITSM bottleneck or just add convenience?
How certain are you of success, based on pilots or data?
Person-months, integrations, change-management load
Data volume, compute cost, long-term scaling needs
1.0 if you build in-house; < 1.0 if a vendor shoulders part of the risk
You can then use this formula to arrive at a cumulative score for each initiative:
Ranking initiatives by their resulting scores does two things: it spotlights projects that promise the greatest organisational lift per unit of effort, and it forces honest conversations about resource demands and technical risk.
Try out the A-Rice Calculator for your AI initiatives
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