AI is Breaking itself: What That Means for IT Leaders in Service Delivery
Artificial Intelligence is dominating headlines again. But not for the right reasons.
In the last few weeks, two stories hit the press that should make every IT leader sit up:
➡️Forbes warned that “AI is quietly killing itself and the internet.”
➡️ TipRanks reported stock market dips as investors reacted to alarming new AI concerns.
“Markets reacted sharply, with tech-heavy indexes sliding on fears AI adoption may be overextended.” — TipRanks
AI isn’t just in the spotlight — it’s under fire. And the cracks are starting to show.
AI Hype Meets Harsh Reality
We’ve all seen the hype cycle. Vendors promise the world. Boards want quick wins. Teams are told to “get AI in place fast.”
But the headlines tell another story:
➡️ AI systems that churn out low-quality, unreliable information.
➡️ Customers and users losing trust.
➡️ Markets punishing companies that over-promise and under-deliver.
In service management, poorly executed AI doesn’t just look bad — it breaks trust.
Imagine:
➡️ A self-service chatbot that frustrates users instead of helping them.
➡️ Automations that create rework rather than reduce it.
➡️ An AI “quick fix” that leaves the service desk drowning in escalations.
The result? Confidence in your IT team erodes. Your credibility with the business takes a hit. And the very tool meant to modernise operations becomes another pain point.
For IT leaders, this isn’t abstract. It’s a warning shot.But here’s the flip side.
IT leaders who approach AI with strategy and governance are positioned to win:
➡️ Build trust by delivering AI that actually solves user problems.
➡️ Reduce costs by automating the right tasks - not everything in sight.
➡️ Boost reputation by showing the business you can adopt new tech responsibly.
AI isn’t going away. The question is whether you let the hype dictate your path — or whether you take control and make it work for your service delivery.
At SMS, we’ve worked with more than 60 organisations worldwide, achieving a Net Promoter Score (NPS) of 98% across our engagements.
We’ve seen the pitfalls of rushed, hype-driven AI projects. We’ve also seen what works: when IT leaders align AI adoption with service management fundamentals, outcomes are transformed.
6 Critical Moves for IT Leaders to Transform Service Delivery with AI
That’s why SMS has developed the 6 Critical Moves for IT Leaders to Transform Service Delivery with AI. It’s a practical roadmap that bridges the gap between bold AI ambition and real-world service delivery results.
To make this real, we’ve created an interactive infographic and walkthrough video embedded below.
These 6 Critical Moves show you how to:
➡️ Develop a clear AI strategy aligned with Modern Service Management practices.
➡️ Identify high-impact areas where AI will genuinely improve service outcomes.
➡️ Put governance in place to avoid the “AI crash-and-burn” headlines.
➡️ Think of it as your AI roadmap.
➡️ A step-by-step way to modernise your service delivery — without ending up as another cautionary headline.
The headlines are clear: AI is at risk of collapsing under its own hype. But IT leaders don’t need to be caught in the fallout.
Get AI right — and you set your organisation up for trust, efficiency, and long-term success.
If you’d like a copy of the 6 Critical Moves infographic, simply email us today: ask@servicemanagementspecialists.com
Or, if you’re ready to take the next step, book a free, no-obligation strategy call with SMS. You’ll walk away with:
➡️ A tailored improvement plan for your organisation.
➡️ Our proven 4 Steps Model for improving service delivery.
➡️ Book Your Free Strategy Call Here
