Architecture and transformation
IT service management for the AI era (ITIL 4)
AI agents now classify tickets, answer users and propose changes. That changes how IT services must be designed, measured and governed. Using ITIL 4, we assess your readiness and redesign the service model: which work agents may do, under which controls, how people stay accountable and how value is measured. A readiness check takes 2 weeks and starts at CHF 8,500; a service model redesign starts at CHF 40,000.
You need this if
- Your ITSM tool vendor is switching on AI features, and you have not decided how to use them.
- A chatbot answers users, but nobody owns the quality of its answers.
- You want agents to resolve routine tickets, but fear errors in production.
- Your service level agreements still measure response times that agents make meaningless.
- Auditors ask who approved a change that an agent proposed.
What you get
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Readiness check
Practices, data, knowledge base and tools assessed for AI support, with quick wins and risks.
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Service model for human and AI work
Which practices and tasks agents perform, under which controls, with human accountability.
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Controls and audit trail
Approvals, logging and escalation for agent actions, aligned with your change and security policies.
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Value metrics
Measures of outcomes and user experience to replace activity counts.
How it works
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Baseline
Week 1
Ticket data, practices, knowledge and tools.
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Readiness
Week 2
Use cases, risks and quick wins.
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Redesign
6–12 weeks
Service model, controls and metrics, designed with your service owners.
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Introduction
per plan
Pilot, measure, then scale.
Packages and prices
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Readiness check
Assessment of practices, data and tools, with a prioritised list of AI use cases in service management.
- Duration
- 2 weeks
- Price
- from CHF 8,500
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Service model redesign
Redesign of the service model, controls, roles and metrics for combined human and AI work.
- Duration
- 6–12 weeks
- Price
- from CHF 40,000
Prices are indicative, in Swiss francs and excluding VAT. Your proposal confirms scope and price.
Why Bit2Board
- ITIL 4 Strategist (Direct, Plan and Improve) and ITIL 4 Specialist (Drive Stakeholder Value), both earned in 2022.
- An architect's view: we connect service design with identity, logging and integration, which is where the risks of agents really sit.
- Practical experience with AI in our own delivery work.
How we use AI
- We analyse your ticket history with AI to find the work that agents can safely take over.
- Every agent capability we recommend comes with a human owner and a way to switch it off.
Questions
Do we need ITIL to use AI in IT services?
No, but the ITIL 4 view of value streams helps decide where agents add value and where they add risk.
Which ITSM tools do you work with?
The approach does not depend on the tool. We work with the platform you have, for example ServiceNow, Jira Service Management or TOPdesk.
What about data protection?
Tickets often contain personal data. We define what agents may read, where data is processed and how long logs are kept, in line with the Swiss Data Protection Act and the GDPR.
How do we know the agents are doing a good job?
Through quality sampling, user feedback and outcome metrics agreed before go-live, plus clear rules for when an agent must hand over to a person.