JAMES' BLOG

For thirty years the IT service desk ran on the ticket. AI agents now resolve requests instead of routing them, and McKinsey documents one service desk automating up to 80 percent of requests. The organizations getting results treat this as an identity, governance, and knowledge management decision first and a technology purchase second.

For thirty years the IT service desk ran on the ticket. That model is being replaced by agentic AI that resolves requests end to end instead of routing them. This article explains what makes a service desk genuinely AI-native, why it is rising now, and what executives should require before scaling it.

Most AI initiatives fail before they ever reach production, and the cause is rarely the model. This article introduces minimum operable data, the scoped, governed data foundation every AI initiative needs to run reliably, and shows executives exactly what to require of their teams before funding moves from pilot to full production scale.

A widely shared AI security playbook maps twenty enterprise AI threats, from prompt injection to shadow AI. Sixteen of them describe risks that simply did not exist in a pre-AI security program. Here is which threats your existing controls already cover, which ones require new governance entirely, and the four questions every board should ask before approving the next AI deployment.

Executives are quietly building AI clones of their own writing voice, uploading years of best work so Claude can draft in their tone. Done well, it scales authentic communication across emails, LinkedIn posts, and scripts. Done carelessly, it creates an accountability gap the board has not yet named. Here is the governance framework leaders need before they turn it on.