This case study examines an AI-based system (“Estimator”) in an electricity utility’s outage management using task-technology fit (TTF) theory. Analysis of primary and secondary data shows the system’s capabilities align with task requirements, improving accuracy, efficiency, and user satisfaction. However, reliance on IT infrastructure increases, highlighting systemic vulnerabilities. Customer-oriented IT governance practices amplify benefits while mitigating risks. The findings stress aligning AI design with task demands, proactive management of technological dependencies, and workforce training. By extending TTF theory to incorporate IT governance and employing Business Process Model and Notation, the research provides a replicable framework applicable beyond the electricity sector, balancing theoretical and practical insights.