Case Study: CompuCom achieves faster incident resolution with Bonitasoft

CompuCom needed a way to orchestrate its tools, improve troubleshooting, and standardize incident resolution across customers

CompuCom, a leading managed service provider supporting hundreds of large enterprises, needed a better way to orchestrate its IT tools and standardize incident resolution across customers. Before working with Bonitasoft, the company struggled with limited end-to-end visibility, siloed processes across systems like ServiceNow, Moogsoft, and Mulesoft, no incident-lifecycle automation, and high MTTR that affected customer satisfaction and SLA compliance.

Bonitasoft implemented Bonita as the central orchestration engine in CompuCom’s AIOps architecture, integrating with ServiceNow, Mulesoft, and Ansible to automate incident management, maintenance window handling, reporting, and knowledge capture. The result was reduced MTTR, improved reliability and scalability, and about 800 minutes saved each month through automation. Bonitasoft also helped CompuCom strengthen its global automation roadmap and improve the quality and consistency of IT service delivery.

CompuCom

Matthew Riding

Lead Digital Architect & Product Engineer