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AI won’t fix a broken Service Model

We help organisations make informed decisions about AI and put it to work in the services they deliver.

AI only creates lasting value when ownership, processes and data are ready for it. We connect AI readiness, AI governance and Service Management to build that foundation, so you know what to address before you invest.

AI adoption is a management challenge
- not just a technology choice

Which AI opportunities justify investment?
Who owns the decisions and risks?
Is your operating model ready?

These questions are closely connected. Investing in AI without clear governance creates uncertainty. Governance without operational readiness can slow adoption. And introducing AI without considering how it will become part of your operating model makes sustainable value harder to achieve, and could introduce unknown risks.

That is why we address these questions together. We start with your business and IT priorities, identify where AI can improve service delivery, and establish the governance and operational foundation needed to make it work in daily operations.

From identifying the right Service Management opportunities to governing, adopting and operating AI, we help turn AI ambition into operational reality

What we bring

Aidvisory combines two careers that AI and service management transformation needs.

The advisor's view

Peter Ravnholt brings deep advisory, design, implementation and training experience in Enterprise & IT Service Management (ESM/ITSM), governance and digital transformation. He brings the client engagement, methodology and a clear view of what good looks like.

The leader's view

Mikael Præstegaard has led global IT operations and business services from the client side. He has been a strategic process owner for ITIL processes, led service excellence and CSI teams across international organisations, and carried change into daily operations.

Together, we connect the right design with the leadership needed to make it stick.

We help your organisation own and run the solution, with the guiding principles, process ownership and CSI routines that keep it delivering after the project ends.

A clear basis for your AI decisions.

Our AI readiness assessment draws on practical experience and recognised service management frameworks. It shows leaders what is in place, what is missing and what to fix before committing to major AI investments.

From assessment to daily operations

We provide strategic advice and hands-on implementation. Start with an assessment, or bring us in where you need support most.

1 - Start: Assess

Start: AI Readiness Assessment

Know what to fix before you invest.

We assess whether your service organisation is ready for the AI use cases you are considering, and what must change to get there.

What we assess

  • Stakeholders (expectations, barriers and ownership, through interviews with leaders and teams)
  • Operating model (organisation, roles, decision forums and process maturity)
  • Tools and data (current platforms, automation and data quality)
  • Performance (KPI baselines for measuring the impact of AI)

What you get

  • A clear view of the gaps between your current state and AI use case aspirations
  • Prioritised recommendations and next steps
  • A presentation to leadership to agree on priorities and ownership

2 - Next: Govern

Next: AI Governance

Make clear who decides, who owns the risk and how AI is controlled.

We design governance that works in daily operations, not just on paper.

  • AI vision and value proposition
  • AI policies and risk management structures
  • AI roles, decision rights and governance forums
  • Prioritise AI Use Cases
  • Build AI Road Maps/Horizons for ITSM/ESM
  • Define AI Governance Model for AI delivery

3 - Goal: Operate

Goal: ITSM & ESM

Build the service foundation that AI depends on, and make AI part of how services are delivered.

We design and improve the processes, data and operating models that make service delivery work, with or without AI.

  • AI use cases in ITSM & ESM
  • IT operating model for AI
  • Service Management System and process design
  • Service Management Office (SMO) setup
  • CMDB strategy and implementation
  • Business-aligned service delivery and support models

How we work with you

We work alongside your team and build your capabilities as we go, so your organisation can own and run the result without depending on us.
Whether you start with an assessment or a specific challenge, every engagement follows the same approach.

1. Understand the current state

We interview stakeholders and review documentation to understand your capabilities, challenges and ambitions.

2. Agree the direction

We define the target state, implementation phases, success criteria and governance needed to support your business objectives.

3. Design the solution

We co-create the organisation, decision rights, processes, roles, data and controls, and document them so they can be used in daily work.

4. Implement together

We work hands-on with your team, coaching people and supporting the change until the new ways of working are in use.

5. Enablement

We train your team and hand over the documentation and day-to-day ownership. Further support is available if you need it.

The principles guiding our approach

Facts before opinions

We base our recommendations on data and evidence, and we show how we reached them. No black boxes.

Business first, technology second

Every recommendation links to your business objectives, not to vendor interests or technology trends. Sometimes the right answer is to fix the foundation first, or not to use AI at all.

From strategy to daily operations

We help set the direction and stay involved in making it work in practice.

Built for you to own

We work across leadership, teams and business stakeholders, so your organisation can run the result without depending on us.

Selected Experience

We have led and delivered service management and AI readiness work in some of the leading organisations in Scandinavia and beyond. Our experience includes:

ESM AI Readiness

Industry: Transport

Challenge: One-stop-shop powered by AI Assisted Service Support to achieve scalable Service Operation

What was delivered: Governance, process maturity, KPI baselines, AI and organisation readiness before deciding on AI tooling and adoption.

Global ESM Model (C25)

Industry: Energy + Pharma

Challenge: One-stop-shop for Enterprise Service Management in multifunctional Global Business Services.

What was delivered: Design, guiding principles and organisational anchoring of ESM on the ServiceNow platform.

ServiceNow Governance (C25)

Industry: Pharma

Challenge: Establish scalable ServiceNow governance model across multiple global regions with varying maturity levels.

What was delivered: Transparent, documented, and scalable governance model to manage a complex ServiceNow setup.

NIS2 Operating Model (C25)

Industry: Critical Infrastructure

Challenge: Ensure regulatory compliance through robust service management aligned with NIS2 requirements.

What was delivered: Successfully implemented an IT Operating Model for achieving NIS2 audit-readiness.

Global ITSM Model (C25)

Industry: Logistics

Challenge: Consolidate a global distributed IT support structure into a ServiceNow supported global IT operation setup.

What was delivered: Integrated platform delivering improved efficiency and single source of truth for ITSM data across the enterprise.

*C25 indicates engagements at Danish top tier stock market companies.

Aidvisory Blog

Dive into our blog, "Aidvisory Insight," where we share thoughts and practical views on navigating the complexities of AI transformation.
Visit Aidvisory Blog for our articles.

AI Transformation

Strategies for successful AI shifts, embracing new technologies, and driving organisational change.

AI Governance

Frameworks and best practices for robust digital and AI governance.

Service Management

Insights into ITSM design, optimization, and the establishment of efficient Service Management System & Architecture.

Process Excellence

Achieving operational efficiency through process architecture, automation, and continuous improvement.

Service Automation

Leveraging automation for enhanced service delivery, streamlined workflows, and improved user experience.

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