About · Distill
Most AI in ITSM doesn't fail loudly. It fails quietly.
Vendors are selling AI features. Boards are asking for strategies. Almost nobody is fixing the thing that determines whether any of it actually works.
Why this exists
A pattern, repeating across every platform.
IT Director · 15+ years in IT Service Management
Across Ivanti, Hornbill, Freshdesk, Zendesk, ServiceNow, and Halo, the same pattern keeps repeating. AI gets implemented, expectations are high, and the outcomes never quite land. Every vendor is bolting on AI features. Every board is asking for an AI strategy. Every IT team is under pressure to adopt, fast.
So teams move. They switch on AI triage. They enable auto-categorisation. They roll out knowledge suggestions. But underneath the surface, categories are inconsistent, incident data is noisy, knowledge is outdated, and resolution notes lack detail. The AI doesn't improve the situation, it reflects it, at scale.
The result isn't transformation. It's AI that doesn't work, money wasted, and teams losing trust in the tools they were promised would help. The problem isn't AI. It's the foundation beneath it.
That's why Distill exists. Not to sell AI, but to make sure it actually works when you use it.
The gap nobody's fixing
The AI race has created a predictable problem. Vendors are selling features. Consultancies are selling implementations. Almost nobody is addressing the thing that determines whether any of it works, the condition of the data, the structure of the knowledge, and the integrity of the workflows underneath.
Until those are fixed, AI doesn't deliver value. It just moves the existing problem faster. And it does so at vendor licence prices, with quarterly review meetings explaining why the features aren't delivering what the demo promised.
Distill closes that gap. Not with another AI feature, and not with a six-month transformation programme. With a diagnostic that tells you exactly what your data looks like to an AI today, what's blocking value, and what to fix first.
The approach
Your data stays private
The assessment runs entirely in your browser. Your CSV is parsed and analysed using JavaScript, incident data never touches our servers. Only when you explicitly generate a KB article is any text sent to create content, and nothing is stored.
Platform-agnostic, not vendor-locked
Distill works with Halo ITSM, Freshservice, ServiceNow, Zendesk, TOPdesk, or any tool that exports to CSV. We're not replacing your ITSM platform, we're making it work better.
Built by practitioners, not consultants
Every feature in Distill exists because of a real problem encountered in real IT operations. No theoretical frameworks, just practical tools that solve the problems service desk teams actually face.
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