In this episode of The ITSM Practice Podcast, Luigi Ferri explores AI readiness for service desks and ITSM in medium-sized organizations. Going beyond tools and automation, the discussion focuses on leadership, governance, culture, and skills needed to adopt and scale AI responsibly and align AI initiatives with real business value.In this episode, we answer to:Are medium-sized organizations really ready for AI in ITSM and service delivery?What does AI readiness mean beyond automation and technology?How can leaders assess governance, skills, and culture before adopting AI?Resources Mentioned in this Episode:How to Assess AI Readiness for Service Delivery, link https://theitsmpractice.gumroad.com/l/HowtoAssessAIReadinessforServiceDeliveryIMD website, article "AI Maturity Index", link https://www.imd.org/artificial-intelligence-maturity-index/Boston Consulting Group website, article "When Companies Struggle to Adopt AI, CEOs Must Step Up", link https://www.bcg.com/publications/2025/when-companies-struggle-to-adopt-ai-ceos-must-step-upCloud Security Alliance website, article "A Guide On How AI Pilot Programs are Shaping Enterprise Adoption", link https://cloudsecurityalliance.org/blog/2025/03/28/a-guide-on-how-ai-pilot-programs-are-shaping-enterprise-adoptionConnect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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