433- AI Needs Use Cases, Not Hype w/Alex Vasilescu

In Episode 433 of You've Been Heard, Mike Kelley speaks with Alex Vasilescu about the path from service desk work to global IT service delivery leadership. Alex shares lessons from major incident management, ITIL-driven operations, ServiceNow optimization, and the current pressure organizations feel around AI adoption. The conversation centers on a practical point: AI can create value, but not by rushing. Companies need clear use cases, organized data, governance, security, and a realistic implementation pace before technology can truly improve service delivery and customer experience.