🤖 Can you trust AI with your data? Here’s how we think about it

This month is mostly about the basics — passwords, patching, spotting a scam. But there’s a newer question sitting right next to all of those: what about AI?

AI is showing up everywhere in ITSM right now, TOPdesk included, suggesting categories, summarizing tickets, drafting knowledge items, triage, TOPdesk Robin, MCP and more coming. All genuinely useful. All also, if you think about it for more than five seconds, a question about trust: who, or what, is touching your data, and can you actually see what it’s doing with it? That’s not a side question this month, it’s the same question Cyber Security Awareness Month is asking, just pointed at a newer target.

So here’s where we stand, as plainly as we can put it: your data stays in your region, it’s never used to train external AI models, and every AI feature works on suggest-then-approve, AI proposes, your team decides, nothing goes live without a human saying yes. AI in TOPdesk is held to the same security and compliance bar as the rest of the platform, EU AI Act included. Read more about this in our AI policy.

If you want the long version, our Legal Counsel and a Customer Success Manager go through exactly this — data, storage, responsibility — in a 45-minute webinar built for precisely this kind of question. And if you missed it, our community’s own virtual roundtable on AI covered a lot of the same ground from other customers’ side of the table: what got them comfortable enough to switch AI features on, and what’s still an open question for others.

So: are you running any AI features in your environment yet,  and what’s the one thing that would make you, or your security team, more comfortable doing so?