The AI debate falls short
When companies talk about artificial intelligence today, the focus is usually on language models, intelligent assistants or autonomous agents. The discussion centres primarily on token consumption, costs and model performance – but far less on the question of the organisational framework within which these technologies can actually be effective.
After all, AI does not deliver its benefits in a vacuum. It requires clearly defined processes, unambiguous responsibilities and consistent access to information. Without these prerequisites, even the most powerful AI can create only limited added value. Instead of speeding up processes, it merely reproduces existing inefficiencies – only faster.
The real problem: fragmented work
In many organisations, workflows are spread across numerous systems, teams and departments. Information is recorded multiple times, decisions are passed on manually, and tasks are coordinated via personal messages such as emails or chat, as well as through tickets or spreadsheets. Each department optimises its own processes – yet coordination across organisational boundaries often remains patchy.
This is precisely where the real challenge lies. It is not the lack of digitalisation of individual processes that holds companies back, but the lack of interconnection between them. Discontinuities in data flow, unclear responsibilities and a lack of transparency hamper collaboration and prevent information from being available where it is needed.
For AI, this fragmentation quickly becomes a problem. It can only support informed decision-making or automate tasks if it has access to complete, up-to-date and interconnected information.
Enterprise Service Management becomes the strategic foundation
This is where Enterprise Service Management (ESM) takes on new significance. Modern service platforms are evolving from operational tools for individual departments into enterprise-wide control platforms. They standardise processes, create transparency and connect different organisational units on a common basis.
This is no longer just about IT. Human resources, procurement, facility management and finance now also operate in a service-oriented manner and benefit from shared workflows, standardised data structures and end-to-end processes. This creates a digital foundation on which information is no longer isolated but available organisation-wide.
From Service Management to Enterprise Work Orchestration
However, even standardised services will no longer suffice in future. The next step in development lies in the intelligent control and coordination of work across departmental, process and system boundaries – known as Enterprise Work Orchestration (EWO). The aim is not only to deliver individual services efficiently, but also to make the entire workflow within the organisation transparent and to actively manage it.
Enterprise Work Orchestration connects people, applications, data and, increasingly, AI agents within a shared control model. Rather than viewing individual processes in isolation, the focus is on the entire value chain. Tasks are automatically routed to the right places, dependencies are made visible, and decision-making is supported where it delivers the greatest benefit. This creates a seamless workflow – regardless of whether a task is handled by an employee, a specialist application or, in future, an AI agent.
Why this is crucial for AI
Particularly when it comes to the use of AI, it becomes clear why orchestration is becoming increasingly important. Intelligent assistants and agents require not only access to data, but also a clearly defined context. They need to know which task is currently being processed, what information is relevant, which rules apply and what the possible next steps are.
The better organisations have integrated their services, workflows and platforms, the easier it is to deploy AI functions productively. Only when processes are transparent and digitally orchestrated can AI realise its full potential – whether in handling service requests, supporting decision-making or automating complex workflows. Orchestration thus acts as a bridge between technological innovation and operational benefit.
AI needs a strong foundation
The success of AI does not depend solely on the quality of the models used. What is crucial is how well organisations organise their work and make information available across departments.
Enterprise Service Management creates the structural conditions for this. Enterprise Work Orchestration builds on this foundation by bringing people, systems and AI together within a shared working model.
Those who invest in these fundamentals today not only create more efficient processes but also lay the foundations for an organisation in which artificial intelligence can realise its potential in the long term and at scale.
Further information
Enterprise Service Management
Enterprise Work Orchestration
