In this episode of The ITSM Practice Podcast, Luigi Ferri moves from AI theory to execution, explaining how medium-sized organizations can define AI use cases, assess data and infrastructure, build skills, and scale pilot projects. The focus is on creating a practical AI roadmap for IT Service Management with measurable, sustainable outcomes.

In this episode, we answer to:

How can organizations identify the right AI use cases for IT Service Management?

What data, infrastructure, and skills are required to scale AI initiatives successfully?

How can IT leaders manage risks while building a realistic AI roadmap?

Resources Mentioned in this Episode:

How to Assess AI Readiness for Service Delivery, link https://theitsmpractice.gumroad.com/l/HowtoAssessAIReadinessforServiceDelivery

KPMG website, article "AI Governance: Factors for Success", link https://kpmg.com/de/en/home/insights/2025/04/ki-governance-these-are-the-factors-for-success.html

IBM website, article "What is AI governance?", link https://www.ibm.com/think/topics/ai-governance

Deepchecks website, article "Understanding the AI Maturity Model: Advancing Your Organization’s AI Capabilities", link https://www.deepchecks.com/understanding-the-ai-maturity-model-advancing-your-organizations-ai-capabilities/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya