Type
AI-powered Cloud-based ITSM Platform
Objective
A top information technology services company sought to revamp its service management processes by implementing a cloud-based system. The primary goal was to enhance service efficiency, minimize incident resolution times, and provide an integrated user experience for IT staff and end-users. The client sought to reduce operational complexities, automate workflow processes, and enable real-time monitoring of IT service requests.
Technologies
Cloud Computing (AWS), Kubernetes, Microservices Architecture
,AI & Machine Learning, React.js, PostgreSQL,Docker
Country
Germany
Project Attributes
Engagement Model
Dedicated Team Engagement
Duration
12 Months
App Users
IT administrators, service desk teams, and enterprise employees
Challenges
- Disjointed IT Service Processes: IT service requests, incident management, and change management lacked a single platform, leading to inefficiencies and delayed response.
- Manual Workflow Bottlenecks: The service desk team was overwhelmed with excessive workloads by manually processing tickets, approvals, and escalations.
- Lack of Real-time Visibility: There was no centralized system to track in-progress service requests, SLA compliance, and system performance in real-time.
- Poor User Experience: Users complained of long wait times to close tickets, the lack of self-service facilities, and poor communication channels.
- Security & Compliance Concerns: IT asset management, access privileges, and monitoring compliance required a scalable, hardened solution to prevent security threats and ensure compliance.
Solutions
- AI-based IT Ticketing System: Adorebits developed an AI-based ITSM ticketing system that auto-prioritized and categorized incidents based on their severity and business impact, thus reducing response times.
- Automated Workflow Engine: A well-developed automation engine was utilized to automate the process of assigning tickets, approving, and resolving tickets, reducing the requirement for manual intervention to a great extent.
- Real-time Analytics & Dashboard: A unified dashboard was created, allowing IT administrators to track service performance, SLA compliance, and historical trends, thus enabling data-driven decision-making.
- Self-service IT Portal: Employees were offered a self-service portal to raise tickets, track their status, and access an AI-based knowledge base for solving repetitive problems.
- Cloud-based Scalability: The ITSM platform was developed on a cloud-based microservices architecture, offering high availability, fault tolerance, and scalable performance in harmony with the organizational growth.
- Improved Security & Compliance: Advanced security standards, role-based access controls, and automated compliance monitoring were implemented to ensure compliance with industry standards while protecting sensitive IT data.
Results:
- Enhanced Incident Resolution: Prioritization and automation with AI cut resolution time by 45%, allowing for quicker response to high-priority IT incidents.
- Enhanced IT Team Productivity: Automation of manual tasks and deployment of intelligent automation lowered the service desk workload by 50%, allowing them to concentrate on strategic projects.
- Increased User Satisfaction: Employees saw a 30% reduction in IT service response time, resulting in increased engagement and satisfaction levels.
- Reduced Operational Costs: Cloud-based automation and resource optimization lowered IT service management costs by 40%, enhancing overall profitability.
- Improved Compliance & Security: Security framework implemented enhanced compliance monitoring and minimized data breaches, providing a secure IT environment.
Conclusion:
Adorebits could help the client by delivering a state-of-the-art, cloud-based IT service management platform that could transform the IT operations of the client. It provided an unequalled competitive advantage with AI-enabled automation, real-time analytics, and self-service, which made the ITSM experience smooth, efficient, and scalable.