AI-enabled IT service management
We built an AI-enabled service-management platform for a global enterprise, giving IT teams a shared view of its application estate and incidents.
The client needed AI-enabled IT service management across its application estate.
A global enterprise client in industrial distribution runs a large, interconnected application estate behind its operation.
We built an AI-enhanced IT service management platform for it: one configuration management database covering the estate, a shared workspace where IT teams and AI agents work the same queue, and service operations that lead with intelligence rather than wait on a ticket.
What stood in the way.
An estate larger than its map
The application estate had outgrown what any one team could hold in its head or keep current in a spreadsheet.
Operations that wait for the phone
Service management that begins at the ticket always begins late.
Resolution time spent on orientation
Every minute spent working out which system broke, and what it touches, is a minute not spent fixing it.
The solution, piece by piece.
One CMDB for the whole estate
Applications recorded in a single configuration management database: the system of record for what runs and what it connects to.
A workspace shared with AI agents
One surface where IT teams and AI agents work the same queue, rather than two tools that do not see each other.
Intelligence-led service operations
Signals drawn from across the estate, so operations can act on what the systems are showing instead of waiting to be told.
Designed for faster incident resolution
Mapping the estate in one place is intended to reduce the time spent locating the source of an incident and the systems it affects.
What changed for the client.
Applications in one CMDB
Every application in the estate recorded in a single system of record.
Intelligence-led operations
Service operations act on signals from the estate rather than waiting on a ticket.
A shorter path to incident context
The shared map is intended to reduce the time spent locating affected systems before remediation begins.
A workspace shared with AI agents
IT teams and AI agents work the same queue on the same surface.
The capabilities that carried this engagement.
Related client work.
Explore related work across platforms, data and operations.
You cannot manage an estate you cannot see.
Talk to the team that puts large application estates on one map.