Intelligent Service Delivery at 2M‑IT – ServiceNow and the Opportunities of AI in Support Services

2.3.2026 | Ajankohtaista
Jaa:

In 2M‑IT’s AI project, the goal is to develop AI solutions that support the ServiceNow service management system and to introduce ServiceNow’s own AI assistant, Now Assist. The introduction of AI is expected to make everyday work smoother in the future and improve the customer experience. According to Ullamaija Kotiranta, Service Director for Support Services at 2M‑IT, the project is not only about adopting new technology but also about renewing ways of working.

First Impressions and Expectations of the AI Project

According to Kotiranta, the introduction of AI has been received positively, with expectations focused particularly on time savings and an improved customer experience. The aim is to reduce manual work, streamline ticket handling processes, and allow experts to focus more on demanding tasks.

A distinctive feature of the AI project is its continuous nature: this is not a one‑off initiative, but a developing whole whose value and impact are assessed continuously.

Kotiranta states “In a traditional project, you reach the finish line when it’s completed, but an AI project evolves constantly. Balancing benefits and efforts are essential – resources must be sufficient, but every investment must deliver measurable value”.

Why Did 2M‑IT Choose ServiceNow?

2M‑IT switched its service management system to ServiceNow because it offers substantially broader opportunities to develop IT service delivery more efficiently.

ServiceNow’s strengths include:

  • modern ITSM development
  • automation of routine tasks
  • transparent workflows
  • continuous scalability

In addition, ServiceNow includes its own AI assistant, Now Assist, which brings AI directly into daily work.

Concrete Benefits in Support Services

AI is expected to bring multiple advantages:

  • faster ticket handling
  • automatic identification and resolution of recurring issues
  • more time for experts to focus on tasks requiring deeper expertise

When these elements come together, both efficiency and customer satisfaction increase.

Data Security and High‑Quality Data – the Foundation of AI

Data security is an absolute requirement in an AI project. ServiceNow’s AI features are reviewed together with 2M‑IT specialists and the Quality and Security team.

“We have a cybersecurity expert involved in the project and work closely with 2M‑IT’s Quality and Security team to ensure that all potential security‑related scenarios are considered. It is essential that we comply with the EU’s new AI legislation, the Information Acquisition Act, and the GDPR data protection regulation,” Kotiranta explains.

Data is a core question in the project. AI performs only as well as the data it learns from – data must be high‑quality, up‑to‑date, and properly classified.

According to Kotiranta “Data management is emphasized particularly in an AI project because high‑quality and well‑managed data forms the backbone of the entire system. Poor data leads to poor outcomes, and AI simply cannot serve its purpose without timely and reliable information”.

Competence Development and Future Outlook

AI is reshaping the skill requirements of the team. Experts will need:

  • the ability to critically evaluate AI‑generated suggestions
  • understanding of data and its quality requirements
  • active monitoring of system performance

AI opens the opportunity to do things in new ways — not just to move old processes into a new system. According to Kotiranta, AI brings lightness to daily work and reduces manual tasks.
Kotiranta suggests “AI should be approached with an open mind and courage. Old processes should not be copied as‑is for AI to handle; instead, we should consider whether things could be done in a completely new way. AI provides an opportunity to think outside the box and find innovative solutions.”

For more information

Ullamaija Kotiranta
Head of Support Services
2M-IT Oy
ullamaija.kotiranta@2m-it.fi