AI readiness review: workable, but not yet scalable.
Your service desk is in a workable position for AI adoption, but key data quality issues will limit effectiveness if not addressed. AI can deliver value today in case summarisation, agent assist and knowledge surfacing.
However, inconsistent categorisation and limited knowledge coverage will reduce accuracy and increase noise. Addressing the recommendations in this pack will materially improve AI performance and adoption.
AI Readiness Score
68/100
C-grade maturity: usable foundations, clear gaps, strong improvement potential.
Categorisation
- 37% of tickets fall into generic or inconsistent categories
- Similar issues spread across 6+ category paths
- No clear mapping between category and resolution type
Resolution data
- 42% of tickets contain minimal or non-descriptive resolution notes
- Repeated fixes are not standardised or reusable
- Resolution quality varies significantly by resolver group
Knowledge coverage
- Only 18% of ticket types have corresponding knowledge articles
- Existing articles are inconsistent in structure and quality
- Several repeat issues have no deflection content
2
Immediate AI value opportunities
Case summarisationHIGHWorks immediately with current data. Best early AI candidate.
Agent assistMEDIUMUseful, but impact limited by inconsistent resolution notes.
Knowledge deflectionLOW → MEDIUMRequires improved article coverage to become reliable.
Category improvements, import-ready where possible
- Proposed simplified category structure reduced from 42 to 18 categories
- Mapping of top 60% of ticket volume into the new structure
- CSV-ready output for review and import
- Deprecated duplicate categories flagged for governance
Knowledge outputs, 20 articles generated for review
- Reset VPN Access After Password Change
- Fix Outlook Sync Issue on Mobile
- Access Request: Shared Drive Permissions
- Laptop Performance, First Response Steps
Structured stepsStandard formatAligned tags
4
Execution-ready action plan
Priority 1 · Week 1–2
- Implement category structure changes
- Begin using standard resolution note format
- Review import output with platform owner
Priority 2 · Week 2–4
- Review and publish generated knowledge articles
- Align new tickets to updated categories
- Measure reduction in uncategorised/generic tickets
Priority 3 · Month 2
- Enable AI summarisation and agent assist
- Monitor accuracy and refine inputs
- Expand knowledge generation to next issue set
What this unlocks
- AI summarisation accuracy improves significantly
- Agent assist suggestions become more relevant
- Knowledge deflection becomes viable
- Ticket handling becomes more consistent across agents