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Most enterprises have committed to AI. Far fewer are built to run it. According to the ServiceNow AI Maturity Index 2026, AI spending more than doubled in a single year. However, only 16% of organizations have replaced fragmented legacy systems with an integrated platform. The money is moving, but the architecture is stagnant.

Nowhere is that gap more visible than in IT. Service and operations teams run separate tools and work from distinct data silos. An infrastructure alert sends operations into problem-solving mode with no knowledge that the service desk is already working on the same issue from a user ticket. Context gets lost with every handoff. Resolution times slip, outages hit the business, and IT stays reactive.

It’s hard to put reliable AI on top of that. AI is only as good as the data and context it can access. Getting the foundation right is a precondition for AI success and cannot happen as a parallel workstream. It comes down to four things, and not all of them are technical. Read this white paper to learn the four keys to success.