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.

Governance at home is the sequel to founder exit timing, applying the same readiness discipline to a risk most boards have never put on an agenda, executive personal exposure. This piece breaks down why boards must treat personal risk with the same rigor as cyber and succession risk, and what oversight actually looks like.

Boards are approving record AI budgets while most enterprise AI initiatives still fail to deliver measurable returns. The gap is rarely the technology; it is the discipline applied before the money is committed. This article introduces the Boardroom AI Scorecard, a seven-dimension framework directors can use to interrogate any AI spend request and fund only what is ready.