Case Study: a global biotechnology leader accelerates AI adoption with GlideFast Consulting and ServiceNow Agentic AI

a global biotechnology leader deploys 3 AI bots with GlideFast Consulting

A global biotechnology leader partnered with GlideFast Consulting to modernize its IT service experience and move beyond traditional IT Service Management by introducing practical AI capabilities. The client's challenge was to establish a scalable foundation for future enterprise AI adoption while improving current service delivery.

GlideFast Consulting implemented a comprehensive AI-enabled ServiceNow solution, deploying three intelligent bots for knowledge article generation, incident resolution, and incident routing. The solution included an AI Readiness Assessment that created a long-term roadmap. GlideFast exceeded expectations, achieving a 5.0 CSAT score with minimal post-launch defects and delivering immediate operational improvements alongside a reusable framework for future AI programs.