Integrating AI Into Service Management Without Shadow Work

Course Overview

[HOLD — SOURCE CASE NOT CLEARED]

This mini-course turns one case-study pattern into a practical learning experience. The goal is not to copy the original intervention mechanically, but to recognise the pattern, understand the reasoning, and adapt the lessons to your own context.

Learning outcomes

By the end, you should be able to:

1. Explain the operating or governance problem behind the visible symptoms.
2. Separate the root cause from the first solution people might reach for.
3. Describe the sequence of interventions used in the case.
4. Identify which elements are transferable and which depend on context.
5. Produce a AI service-management shadow-work and handoff map for your own situation.