AI Use Case vs AI System

[LukaszB82189821]

Alongside the AI Control Tower, two frequently discussed concepts often cause confusion: AI Use Case and AI System.

AI Use Case is defined as the need for an AI‑driven solution within an organisation.

AI System is defined as a software artefact that provides AI and machine learning (ML) capabilities to generate outputs.

While the definitions are clear, challenges arise when applying them in the system. The Employee Center form is labelled “Request an AI use case,” but the resulting record is classified as an AI System. This creates confusion when users want to view all use cases, not just AI Systems, as there is no way to distinguish between these records. It appears that an AI Use Case is a conceptual idea that is not directly recorded in the system. Its lifecycle ends upon submission, at which point it becomes an AI System. However, a single Use Case may require multiple AI Systems, models, tools, and datasets. Although the AI System record can capture and display these relationships, it does not indicate that it originated from a Use Case. From a records perspective, only the AI System is visible, not the broader Use Case concept.

My questions are as follows:

1. How can I clearly explain the difference between these two concepts?
2. How can I identify when an AI System asset actually represents a Use Case rather than a system itself?
3. If I am misunderstanding any aspect, I would appreciate your guidance in clarifying the full picture.

[Dr Atul G- LNG]

Hi @LukaszB82189821 

I had this podcast where we discuss this

https://youtu.be/uRDW2Fh2zVA

[Dhruvii]

Hi Lukas,

Firstly its a geniune problem. We faced it too while we were implementing AICT. 

How we see it is:

AI Use Case is what ? -> Maps perfectly for SPM. From idea to demand to project with finances.
AI system is how? -> Maps to AICT perfectly. Governance, control, SDLC. 

This perfectly aligns with CSDM.

Happy to jump on a call if you need more clarity or wanna do bit deep dive.

[Tanushree Maiti]

Hi @LukaszB82189821 

Aspect	AI Use Case	AI System
Definition	A business scenario describing how AI is applied to solve a specific problem or achieve a business objective.	The actual AI model, application, or service that delivers AI capabilities.
Purpose	Defines why AI is being used and the intended business outcome.	Defines what AI technology is used to implement the use case.
Focus	Business process and value.	Technical implementation and AI components.
Ownership	Business owner or process owner.	Technical owner, AI owner, or system administrator.
Relationship	One use case can be supported by one or more AI systems.	One AI system can support multiple AI use cases.
Governance Focus	Business justification, value realization, compliance, and responsible AI usage.	Technical governance, model management, security, monitoring, and operational controls.
Example in ServiceNow	Automating incident categorization, summarizing support cases.	"Now Assist for ITSM" using a supported large language model (LLM).