CIO Roundtable: AI in IT Service Delivery

From experimentation to real operational impact

Artificial intelligence is no longer a future ambition for IT service organisations. It is already shaping how services are delivered, optimised, and experienced — often in uneven and fragmented ways.

In this CIO Roundtable, senior IT leaders and transformation practitioners share candid perspectives on the real-world application of AI in service delivery. Rather than focusing on theory or vendor promises, the discussion explores where AI is genuinely adding value today, where expectations outpace reality, and what leaders need to get right before scaling further.

This session is designed for CIOs and senior IT leaders who want practical insight into how AI can strengthen service delivery without introducing unnecessary risk or complexity.

Key discussion areas

  • Where AI is already making a difference
    Practical examples of AI being applied across ITSM and service operations today.

  • From automation to augmentation
    How AI can support better decisions rather than simply replacing tasks.

  • Data readiness and governance
    Why AI initiatives succeed or fail based on the quality, structure, and ownership of data.

  • Cultural readiness within service teams
    The mindset and capability shifts required to embed AI sustainably.

  • Identifying high-impact use cases
    How leaders separate meaningful opportunities from overengineered solutions.

CIO takeaways

From this roundtable leaders should gain:

  • A realistic view of where AI delivers tangible value in service delivery

  • Insight into the risks of adopting AI without the right foundations in place

  • Peer perspectives on cultural and organisational readiness

  • Greater confidence in prioritising AI initiatives that support resilience and performance

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Why this matters

Many organisations are experimenting with AI in isolation — piloting tools, automating individual tasks, or responding to vendor-driven innovation. Without a clear service context, these efforts often fail to scale or deliver sustained value.

For CIOs, the challenge is not whether to adopt AI, but how to integrate it into service delivery in a way that improves outcomes without undermining trust, governance, or operational stability. Decisions made now will shape how effectively IT can respond to future demand, complexity, and disruption.

This discussion matters because it surfaces lived experience from peers who are navigating the same challenges. It provides grounded insight into what works, what doesn’t, and what CIOs should prioritise as AI becomes an embedded part of modern service delivery.