AI is not an ICT project: why organisations need to rethink their approach

Many organisations start their AI projects with a technology lens: they see AI as a system implementation, similar to ERP or CRM. But this approach falls short - especially with the rise of Agentic AI, where autonomous AI agents perform tasks independently, learn from data and make decisions. AI is not an ICT project. It is an organisational development that calls for strategic vision, cultural change and multidisciplinary collaboration.

The pitfall of the technological approach

When AI is approached as an IT project, the focus is on tools, infrastructure and technical performance. This leads to fragmentation: AI initiatives are confined to one department, with no connection to broader organisational goals. Employees experience AI as “something of IT”, resulting in a lack of support. The result? Limited value creation and an increased risk of failure.

Agentic AI amplifies this challenge. These systems operate autonomously, making decisions and influencing processes and people. Without clear governance, ethical frameworks and human-centred adoption, these systems can lead to unintended effects - from bias in decision-making to loss of trust.

AI requires organisation-wide integration

AI should be seen as an organisational competency. That means: integration into strategy, culture, processes and governance. Leadership plays a crucial role here. Executives should not only facilitate AI, but actively steer and embed it in the organisation's direction.

Culturally, AI requires a learning organisation. Employees must be able to experiment, dare to make mistakes and collaborate with AI systems. Data quality, ethics and transparency become core values. Governance must be multidisciplinary: IT, HR, compliance, data science and business should together develop frameworks for responsible use.

The power of collaboration across disciplines

Successful AI integration occurs when disciplines reinforce each other. IT provides robust infrastructure, data science for smart models, HR for adoption and competence development, and compliance for ethical assurance. Leadership connects these domains and ensures alignment with strategic goals.

This collaboration is essential in Agentic AI, where systems not only support but also act autonomously. Only through joint frameworks and shared ownership can organisations deploy this technology safely and effectively.

How IMPROVEN responds to this

IMPROVEN has a strong foundation in process improvement, information provision and change management. This expertise is ideally suited to guide AI as organisational development. By approaching AI transformations as integral change processes - focusing on culture, governance and people-centred adoption - Improven can help clients embed AI sustainably.