This project investigates how ServiceNow’s Certificate Inventory Management (CIM) tool could evolve to simplify certificate deployment a critical step often hindered by manual effort and fragmented workflows. Through a concept driven approach in product design and service design, it explores how agentic AI can assist users by grouping nodes, scheduling downtime, and executing deployments with human oversight. The aim is to create more reliable, scalable, and human centered processes within enterprise IT operations and security operations. Beyond technical innovation, the project examines the implications of AI driven workflows on responsibility, trust, and collaboration, highlighting the cultural and behavioral shifts that accompany automation. By mapping current challenges and envisioning AI supported scenarios, it frames a forward-looking perspective on how enterprise IT can evolve, balancing efficiency with human agency.