ISS Facility Services Accelerates AI Readiness with Gartner

Michael Post, IT Director at ISS Facility Services UK, led a comprehensive IT transformation program aligned with business objectives. A key priority was building a unified and governed data ecosystem to support AI initiatives, while managing change across a large organization with both highly technical teams and frontline employees with limited digital skills. ISS needed to address adoption challenges, upskill its workforce, and bridge the gap between advanced technologies and day-to-day operations. Gartner’s expertise was critical in helping ISS shape its AI strategy, align transformation efforts, and accelerate progress.

Gartner supported ISS across every stage of its IT transformation, with a strong focus on change management. Through analyst engagement, ISS gained access to proven frameworks, toolkits, and expert guidance, including a multi-year blueprint to navigate complex transformation challenges. Gartner helped ISS establish data governance and harmonization to prepare for AI, enabling the launch of initial AI agents. Tools such as CIO IT Score provided benchmarking insights to assess current capabilities and define the transformation roadmap. Additionally, AskGartner enabled faster access to relevant research, simplifying decision-making and helping teams quickly identify key insights and recommendations. Gartner’s ongoing partnership ensured ISS could remain self-directed while moving forward with confidence.

 By leveraging Gartner’s support, ISS Facility Services was able to:

• Strengthen change management and improve adoption across teams.

• Advance AI readiness through unified data governance and early AI deployments.

• Accelerate decision-making with improved access to insights and structured guidance.