AI Is Changing ITSM. Is Your Team Ready?

By 2030, CIOs expect AI to perform 25% of IT work independently, while the remaining 75% will be performed by people working alongside AI, according to a Gartner survey of more than 700 CIOs.

ServiceNow is developing autonomous incident resolution. Atlassian is enabling AI to execute service requests. Moveworks is automating Level 1 support. Ivanti is advancing self-healing endpoints. And the list goes on...

The work your ITSM professionals perform today is already changing.

Ticket triage. Troubleshooting. Knowledge management. Incident resolution. Endpoint support.

What's your plan for the people doing that work?

Introducing ITSM AI FutureReady

A Complete, Self-Directed AI Workforce Development Program for IT Support and Operations Teams.

I created ITSM AI FutureReady as a complete program that ITSM leaders and teams can download, adapt, and run themselves.

Every organization is different. There is no single path to AI adoption, and this program doesn't prescribe how your team must operate.

You decide where to start, how to use the materials, what to prioritize, and how to apply what you learn in your own environment.

The program provides the structure, learning materials, exercises, and tools. Your team owns the implementation.

No external facilitator is provided or required. No consulting engagement or paid service is necessary.

and best of all, it's absolutely FREE.

Prepare your existing professionals to work with AI, oversee automation, strengthen service reliability, and develop capabilities for emerging IT roles.

Don't replace their experience. Build on it.

Why ITSM Teams Are Built for This

Most teams know their own department deeply. ITSM teams know how the whole organization works.

Every day they support finance, HR, operations, facilities, leadership, and every part of IT. They see how departments depend on each other, where work gets stuck, and what happens downstream when something fails.

That cross-organization view is rare, and it’s exactly what AI adoption needs: people who understand how work actually flows, not just one piece of it.

ITSM AI FutureReady builds on that knowledge instead of starting from zero.

Everything Your Team Needs

• 20-Week Learning Program — Structured, practical AI education for IT support and operations.
• 13-Week Adoption Framework — Move beyond training into real workplace application.
• Hands-On Labs — Practice AI-assisted troubleshooting, operational decisions, and evidence validation.
• Five Future-Focused Pathways — AI Service Operations, Automation Assurance, Endpoint Reliability, Connected Infrastructure Reliability, and Human–AI Service Operations Leadership.
• Governance & Security — Learn responsible AI practices informed by NIST, ISACA/COBIT, ISO 42001, and OWASP.
• Complete Implementation Toolkit — Facilitator guides, participant materials, assessments, and management resources.

Designed for Real IT Teams

You Don't Need to Take Your Team Away From Their Jobs for Five Hours Every Week

Start with the Core Pathway: approximately 75 minutes per person per week.

Build foundational AI capabilities without overwhelming daily operations.

Want deeper technical development?

Full Pathway: — approximately 5 Hours per person per week.

Develop deeper technical proficiency through expanded laboratories and evidence-based assessments.

Both pathways include a 15-minute segment in an existing weekly team meeting.

Start where your organization can realistically commit. Expand when you're ready.

A Different Approach to AI Transformation

Many AI programs focus on teaching people how to use a tool.

ITSM AI FutureReady focuses on helping experienced IT professionals adapt as their responsibilities change.

The program follows three principles:

1. Leadership sets the direction. Defines business outcomes, priorities, resources, risk boundaries, and decision authority.

2. Teams determine how to get there. Use their operational knowledge to identify opportunities, design solutions, and test improvements within those boundaries.

3. Evidence determines what advances. Solutions must demonstrate value, reliability, security, and operational readiness before being adopted or expanded.

AI PREPARES → HUMAN EVALUATES → HUMAN DECIDES → HUMAN LEADS

AI can improve how work gets done. It does not replace accountability, security, organizational policy, or professional judgment.

Why I'm Giving It Away

I believe ITSM professionals are uniquely positioned to help lead AI transformation. We understand technology, the people who depend on it, and how work actually happens across the organization.

For decades, we’ve connected systems, processes, people, and business outcomes. That experience is exactly what successful AI adoption requires.

We shouldn’t wait for others to define our future. We should be working alongside developers, business leaders, and AI specialists to help shape it.

That’s why I built ITSM AI FutureReady.

Giving back to the IT profession has always been important to me. This is another way I can contribute. I could have made it a paid program. I chose to make it free, so cost is never the reason a team doesn’t start, and so the people doing the work can help shape what it becomes.

— Bob Roark

The Complete Program. $0.

No program fee. No subscription. No consulting purchase required.

Your organization provides the learning time, facilitation, and approved tools.

The technology is changing. Give your people a chance to change with it.

Download ITSM AI FutureReady — FREE

All I ask in return is your feedback. Tell me what works, what doesn't, and what could be better. Together, we can make this program more valuable for everyone in the ITSM profession.

Send your feedback to: feedback@bobroark.com

Version 1.2 | Controlled Pilot Baseline. Free for authorized internal organizational use. No accredited certification, employment guarantee, or compliance certification. Gartner forecasts describe IT work, not the percentage of jobs eliminated.

Disclaimer: ITSM AI FutureReady is an independently developed program and is not affiliated with, sponsored, endorsed, or certified by Gartner, ServiceNow, HDI, or any other organizations referenced. All trademarks remain the property of their respective owners.