DIGITAL TRANSFORMATION
Balancing innovation speed with operational controls remains challenging, particularly around embedding AI within workflows without creating friction.“ How do we put our hands around all the AI in the business, but also embed that within workflows?” Max says.“ That’ s a key challenge, understanding how to operationalise it without putting friction with the rate and pace at which things are coming.”
Expanding beyond IT operations The partnership is now expanding beyond traditional IT service management. Travel operations represent one target, where moving hundreds of people to races worldwide requires coordination that manual systems cannot support.
“ Years of partnerships with organisations allow us to think about not just traditional IT service management, but having that as a foundation of what we can do next,” Paul says,“ and how we can drive the future, use AI across the organisation and leverage the platform to enable strategic changes.”
Max describes ongoing discussions with the team about where the platform can drive efficiency improvements.“ We’ re working closely with them to leverage the platform in those areas,” he says.“ Where can we start to drive efficiencies and enhance what we’ re doing today, and improve the efficiency of time that everyone spends on different tasks?”
The platform’ s automation capabilities span a spectrum from basic approvals to full AI agents.“ It’ s not one size fits all,” Paul says.“ When we’ re delivering value, it’ s iterative and it’ s added value wherever we need to.”
84 January 2026