In the latest episode Incorporating Humans into TechnologyI sat together Aaron Perrott, Chief Technology Officer at KTSLfor a discussion of AI, data, IT Service Management, and how technology leaders can use both to make better decisions, reduce noise, and create more resilient systems.
Aaron has over 30 years’ experience in IT, starting in the service department in the NHS before moving through development, database, architecture and design into executive leadership. Today, as CTO at KTSL, he works at the intersection of technology, operations, and business problems — helping organizations understand not only what technology can do, but also what problems it actually needs to solve.
What we discussed
- How KTSL approaches AI over time — from building models around service management and IT operations data more than a decade ago to now using tools like Copilot and Claude on a daily basis across the business.
- Where AI provides practical value today — including faster analysis of ticket and event data, better knowledge creation, better document and tender drafting, and the use of prompts to speed application development.
- Why training still matters — especially for non-technical teams, where unlocking the benefits of AI is often about showing people how to properly use the tool in their work flow.
- How AI shortens the path from data to action — helps organizations identify recurring incidents, isolate poor data quality, uncover patterns more quickly, and build a clearer business case for automation and improvement.
- Chained AI and self-healing systems — where one AI process feeds another AI process to pull logs, analyze errors, find the right knowledge articles, and in some cases trigger fixes automatically with the right guardrails in place.
- Leadership, dashboards and decision making — why reporting must increasingly be real-time, how AI can cut through the noise, and how leaders can make better decisions faster by bringing together multiple data points in one place.
- DEX and user experience measurement — how analyzing the user journey within an app can uncover pain points and even support rapid UI improvements based on real behavior.
- Will AI replace us? — Aaron’s view that it won’t, because human imagination, instinct, validation, judgment and empathy are still important, even as AI reshapes entry-level and technical roles.
Why this conversation is important
If you lead technology, data, operations, or service delivery, this conversation is a useful reminder that the value of AI rarely comes from hype alone. This is achieved by applying it to real operational problems: reducing manual effort, improving the quality of decisions, identifying where things are breaking down, and creating space for people to focus on higher-value work.
Aaron shares a fundamental perspective shaped by years of practical experience in enterprise technology and service management. He speaks openly about the importance of guardrails, the limitations of poor data quality, and why humans still need to keep up with developments – especially when user judgment, accessibility, behavior, and context matter.
Whether you’re a CIO, IT Director, Head of Service, operations leader, or someone trying to figure out AI’s fit within an organization, there’s a lot in this discussion that’s relatable.
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Incorporating Humans into Technology is a podcast for leaders who want to cut through the hype and focus on how technology and data actually deliver results for people and organizations. Subscribe on YouTube and follow me on LinkedIn so you don’t miss future conversations.
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