ITMC Service Intelligence

We don’t build the AI – we prepare your organisation for it.

AI Readiness in Service Management

We don't build the AI—we prepare your organization for it

73 per cent of service organisations have licensed AI capabilities. Fewer than 20 per cent are using them productively. The cause rarely lies with the technology – it lies in a lack of fundamentals: unclear use cases, poor data quality, a lack of governance, and insufficient adoption.

At a time when AI models are becoming faster, cheaper and more powerful, it is no longer the tool that matters – but the organisation’s ability to deploy AI in a structured manner. Service organisations are under particular pressure in this regard: they are expected to become more productive, reduce costs and, at the same time, comply with regulatory requirements such as the EU AI Act.

As the ITMC Service Intelligence team, we support service managers, ITSM teams and IT leadership in introducing AI into service management in a cost-effective and sustainable way. Our approach is ‘use-case-first’ and technology-agnostic – whether it’s ServiceNow, Jira Service Management, Matrix42 or other platforms.

Discover how adesso can help your service organisation become AI-ready.


Each service can be booked individually; initial results are typically available after 8–12 weeks. Recommendation: Start with Use Case Discovery & Design – the other modules build on this. All duration and service details on this page are for guidance only – no fixed price, no binding commitment.

  • AI projects do not fail because of the technology – but because of a lack of a sound basis for decision-making.

    We establish the strategic framework before the first solution is built: prioritised use cases, well-founded business cases and a roadmap that enables you to make every management decision with confidence.

    Service components

    • AI Vision & Use Case Workshop
      Together, we develop the AI vision for your service organisation – structured, measurable and ready for decision-making. Drawing on insights from adesso projects in comparable organisations.
    • Use Case Scoring & Prioritisation
      We systematically evaluate each use case against five criteria – so that your decision is based on facts, not gut feeling.
    • Business Case & AI Roadmap
      Robust business cases and a phased AI roadmap – ready for management decision-making. A 15-page decision-making template for the board and procurement.
    • AI roadmap ready for decision-making
    • ROI estimate per use case
    • Stakeholder alignment
    • Verified compliance with the EU AI Act

    Request an initial consultation

  • Your AI model is only as good as your worst ticket category.

    Unstructured tickets, out-of-date knowledge articles and an incomplete CMDB prevent reliable AI results – regardless of how powerful the model is. We examine the foundations and make targeted improvements before you build on them.

    Service modules

    • Data Audit: Ticket Data, Knowledge Base & CMDB
      Before any improvements can be made, it must be clear where the organisation truly stands in terms of data quality – even if the CMDB is not yet complete.
    • Data Target State & Taxonomy
      An AI-ready data structure requires more than just clean data – it needs a set of rules to prevent quality from deteriorating again.
    • Action Plan & Quick Wins
      Data quality does not improve through a concept alone – but through prioritised, actionable steps. Quick wins and a long-term roadmap with ongoing support upon request.
    • Data Quality Scorecard
    • AI-Ready Assessment
    • Prioritised Action Plan
    • Quick Wins – ready to implement immediately

    Request an initial consultation

  • Tickets that resolve themselves – before a human intervenes.

    AI-powered conversational workflows replace rigid ticket forms with natural language — in the self-service portal, via chat and by email. Conversational Intake, Intelligent Routing and Self-Service Deflection work in tandem.

    Service modules

    • Conversational Intake — natural language ticket creation
      Rigid input forms are replaced by natural language dialogues. Intent recognition, automatic categorisation and context enrichment from the CMDB.
    • Intelligent Routing — rule-based & ML-supported
      Tickets and enquiries are routed to the appropriate handling unit based on content, context and defined rules – without manual intervention.
    • Self-Service Deflection — up to 60% L1 deflection
      Frequent enquiries are resolved via AI-powered self-service before an agent intervenes. Measurably increased deflection rate.
    • Up to 60% L1 deflection
    • Faster initial response
    • Natively integrated with ITSM
    • Pilot in 6–8 weeks

    Request an initial consultation

  • How many of your ITSM decisions are still made by a single person today?

    Classifying, prioritising, routing and escalating tickets – most of these decisions follow rules that can be automated. We make your organisation’s decision-making logic explicit, model it based on data and implement it in a controlled manner.

    Service modules

    • Auto-routing: Classification & Assignment
      Assign tickets to the appropriate handling unit based on content, context and defined rules – without manual intervention.
    • Predictive Priority: Identifying urgency & SLA risks
      Assess impact and potential SLA breaches using data – before an agent needs to intervene manually.
    • Triage Logic: Classification, Priority & Routing Combined
      Triage Logic combines Auto-Routing and Predictive Priority into a controllable decision-making unit – with a human override mechanism.
    • Routing errors reduced
    • SLA breaches detected early
    • Human override
    • ITSM-native

    Request an initial consultation

  • The AI is up and running. Does anyone know whether it is compliant?

    Microsoft 365 Copilot, auto-routing, chatbots – many AI systems are in productive use without anyone knowing what risk class they fall into, whether Article 5 applies, or who bears the duty of supervision. We provide clarity – and auditability.

    Service modules

    • Inventory & Risk: AI inventory & risk classification
      You cannot ensure compliance with systems whose existence you are unaware of. We start with a comprehensive AI inventory and assess each system according to the EU AI Act risk classes.
    • Regulatory Framework & Compliance: Governance Framework & Compliance Check
      The EU AI Act, AI-MIG and GDPR are interlinked – and often result in conflicting requirements. We resolve these conflicts and create a practical governance framework.
    • HITL, KPIs & Audit: Human Oversight, Monitoring & Auditability
      Governance is not a document, but a control loop – with clear roles, measurable KPIs and repeatable audit routines.
    • Comprehensive AI inventory
    • EU AI Act-compliant
    • Audit-ready in 6–8 weeks
    • HITL concept documented

    Request an initial consultation

  • The AI is up and running. So why isn’t anyone using it?

    The end of an AI project isn’t the go-live. It’s the moment, three months later, when the usage rate falls below 20 per cent – and management starts asking about the ROI. We make sure that doesn’t happen.

    Service modules

    • Diagnosis: Adoption Readiness & Culture Check
      Before planning adoption, it must be clear where the organisation stands – with regard to this solution and in its approach to AI as a whole.
    • Empowerment: Champion Programme & Training
      Adoption does not scale through top-down communication. It scales through people who champion it from within – with targeted training and champion networks.
    • Measurement: KPI Dashboard & Continuous Reporting
      What isn’t measured isn’t managed. Adoption KPIs integrated into ServiceNow, JSM or Matrix42 – visible right where leadership looks.
    • Measurably increase usage rates
    • Champion network
    • Demonstrate ROI to management
    • Integrated KPI dashboard

    Request an initial consultation

Why adesso

Three facts that we can demonstrate to every client – not three claims that any provider could simply put down on paper.

Six modules, one model

Not a single workshop, but a portfolio ranging from use-case prioritisation to governance – each module can be booked individually, yet they build on one another.

Proven, not just claimed

In a reference project, misrouting fell from 31 per cent to 11 per cent thanks to a streamlined data structure – within three weeks, not after a year-long concept phase.

As things stand today, not in 2024

Digital AI Omnibus and the German AI-MIG have only been in force since July 2026 – our governance methodology already takes full account of both.

Case Study

Data Preparation

For one client, misrouting fell from 31 per cent to 11 per cent following structured data cleansing – based on an analysis of 48,000 tickets, with the first quick wins achieved after three weeks.

AI Governance & Quality

At another client, our monitoring revealed a decline in chatbot quality that had gone unnoticed for four months – the subsequent external audit was passed without any AI-related findings.

Do you have any questions?

Ready for a structured introduction to AI?

Free initial consultation—together, we’ll assess your AI readiness and show you which approach is right for your organization.