One IT agent per 1,000 staff battled "tab chaos." AI now resolves 90% of requests autonomously, freeing humans for high-value work.
A global technology enterprise with 33,000 employees manages a complex environment of 950 business applications and 34,000 devices, with just one IT agent for every 1,000 staff members.
Support teams faced "switching tab chaos," constantly toggling between monitoring dashboards and ticketing systems to manually correlate logs. This...
“An Autonomous IT service desk isn’t the destination—it’s one bold outcome on a bigger journey to redefine how IT shows up for the business. For ServiceNow employees, it means less waiting, less friction, and more freedom to focus on what they do best. When technology just works, people don’t have to think about it. That’s the real win—and we’re delivering more of those every day.”
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Note — ServiceNow is also the vendor behind this implementation.
Related implementations across industries and use cases
Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
Agents manually reconstructed context across systems. AI now summarizes history and drafts responses in a single, unified workflow.
160,000 staff navigated dozens of disconnected systems. AI now triages requests and summarizes issues on one unified platform.
Employees faced 30-hour wait times for support. Now, agents in Slack unify data to resolve requests autonomously.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.
Sellers lost hours to manual research. AI agents now prioritize leads and draft briefs, cutting prep time by 80%.
Scheduling 1,900 roles manually took days of back-and-forth. Conversational AI now books interviews instantly, syncing calendars.
SWriting case notes consumed support staff. GenAI now drafts summaries instantly, saving IT and HR nearly 10 hours of work every day.
Operations relied on local Excel sheets. Custom LLMs now translate tickets instantly and automate approvals across 600 sites.