{"id":56092,"date":"2026-09-28T13:49:09","date_gmt":"2026-09-28T12:49:09","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=56092"},"modified":"2026-09-28T14:24:55","modified_gmt":"2026-09-28T13:24:55","slug":"is-your-service-desk-actually-ready-for-ai","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/is-your-service-desk-actually-ready-for-ai\/","title":{"rendered":"Is your service desk actually ready for AI?"},"content":{"rendered":"

Right now, everyone\u2019s feeling the pressure to increase the amount of AI they\u2019re using in their working lives. The potential of AI is significant, and everyone from the service desk up to the boardroom wants more AI because of how it can improve productivity. The C-suite wants the AI strategy, managers want visible, measurable efficiency, and suppliers are pushing AI transformation, so working out how to get the most from your AI deployment is paramount.<\/span><\/p>\n

In this guide, we\u2019ll help you figure out if your service desk is actually ready for AI. Read on for practical tips on how to work out your AI readiness, and for concrete next steps you can get started with today.<\/span><\/p>\n

Why AI fails<\/span><\/h2>\n

The pressure to implement AI is real, and that\u2019s because its potential is real. Unfortunately, this desire can have counterintuitive results, leading to teams deploying tooling before the foundations are properly in place. As we\u2019ll see, you can\u2019t expect to have solid results on shaky foundations.<\/span><\/p>\n

At the end of 2025, Gartner surveyed 782 infrastructure and operations leaders<\/a> and found that “only 28% of AI use cases in infrastructure and operations (I&O) fully succeed and meet ROI expectations, while 20% fail outright” \u2014 and 38% said “poor data quality or limited data availability was a direct cause of AI project failure.”<\/p>\n

Issues such as these don\u2019t necessarily suggest that AI has no inherent value. Instead, it suggests that the quality of the fundamentals impacts the level of return on investment: strong foundations likely lead to positive ROI.<\/span><\/p>\n

Introducing the Foundation-First Framework<\/span><\/h2>\n

So, how can you know if your company is ready to take full advantage of AI tooling? By running a full examination of your current state of play.\u00a0<\/span>\u00a0<\/span><\/p>\n

Introducing the Foundation-First Framework. In the next few sections of this article, we\u2019ll talk you through the Foundation-First Framework, and show you how you can use it to understand whether AI will add any real value to your team.\u00a0<\/span>\u00a0<\/span><\/p>\n

The Foundation-First Framework works by asking you to concentrate on a single use case, and then drill down into three key foundational pillars:<\/span><\/p>\n